Explorer
Travel Insurance
Policy Wording
P
Platinum and Platinum MediPlus Cover
explorerinsurance.co.uk
Platinum and Platinum MediPlus Explorer Travel Insurance Policy Document
Underwritten by Solid Forsakringsaktiebolag
This insurance is provided by Explorer Travel Insurance which is a trading style of
Explorer Insurance Services Limited.
Registered in England and Wales No: 7496730.
Registered Office: Millhouse, 32-38 East Street, Rochford, SS4 1DB.
Authorised and regulated by the Financial Conduct Authority (FCA).
FCA Firm Reference Number: 583108
Contents
Page number
Policy summary – travel insurance including Schedule of Benefits and Excesses
2
Policy Wording
7
Introduction
7
Definitions
8
General conditions applicable to the whole policy
11
Claims conditions
12
Important conditions relating to health
13
Medical screening
14
What is not covered - applicable to all sections of the policy
14
Sports and activities covered
15
Emergency and medical service
16
Reciprocal health agreements with other countries
17
Section A – Cancellation or curtailment charges
17
Section B – Emergency medical and other expenses
19
Section C – Hospital benefit
21
Section D – Personal accident
22
Section E – Baggage
23
Section F – Personal money, passport and travel documents
24
Section G – Personal liability
25
Section H – Delayed departure or abandonment of trip
26
Section I – Missed departure on your outward journey
28
Section J – Catastrophe
28
Section K – Legal expenses
29
Section L – Hijack
30
Section M – Mugging
30
Section N – Withdrawal of Services
30
Section O1 – Ski equipment (owned)
31
Section O2 – Ski equipment hire
33
Section O3 – Ski pack
33
Section O4 – Piste closure
34
Section O5 – Delay due to avalanche
34
Section P1 – Golf equipment (owned)
35
Section P2 – Hole-in-one
36
Section P3 – Golf course closure
36
Section Q1 – Business equipment
37
Section Q2 – Business equipment hire
38
Section Q3 – Business money
39
Section R – Wedding/Civil partnership cover
40
Section S1 – Missed port departure
42
Section S2 – Cabin confinement
43
Section S3 – Itinerary change
43
Section S4 – Unused cruise excursions
43
Section S5 – Cruise interruption
44
Making a complaint
45
1
Policy Summary – Explorer Travel Insurance Platinum and Platinum MediPlus
– Solid Forsakringsaktiebolag
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This policy summary does not contain full details and conditions of your insurance –
these are located in your policy wording.
This insurance is underwritten by Solid Forsakringsaktiebolag.
This insurance is provided by Explorer Travel Insurance which is a trading style of
Explorer Insurance Services Limited, registered in England and Wales No: 7496730.
Registered Office: Millhouse, 32-38 East Street, Rochford, SS4 1DB. Authorised and
regulated by the Financial Conduct Authority (FCA). FCA Firm Reference Number:
583108
Where a heading is underlined in this Policy Summary full details can be found in
your policy wording under the same heading.
Type of insurance and cover
Travel Insurance for single and annual multi trips - Please refer to your Certificate of Insurance for
your selected cover.
This policy document is for Platinum or Platinum MediPlus policies - Your Certificate of Insurance
will show which policy type has been purchased.
Various optional covers may also be included – Your Certificate of Insurance will show if you selected
these options.
Policy Eligibility
This policy is only available to you if you are permanently resident in the United Kingdom and
registered with a medical practitioner in the United Kingdom.
You must be in the United Kingdom at the time of purchasing this policy and before starting your trip.
Any trip that has already begun when you purchase this insurance will not be covered.
Age Eligibility – Single Trip
There is no upper age limit for single trip policies.
Age Eligibility – Annual Multi Trip
Platinum policies are not available to anyone aged 80 years or over if annual multi trip cover is
selected. If you reach the age of 80 years during the period of insurance, cover will continue until
the next renewal date but not after that.
Platinum MediPlus policies are not available to anyone aged 71 years or over if annual multi trip
cover is selected. If you reach the age of 71 years during the period of insurance, cover will continue
until the next renewal date but not after that.
Your Certificate of Insurance will show which policy type has been purchased.
Conditions
• It is essential that you refer to the ‘Important conditions relating to health’ on page 13 in the
policy wording, as failure to comply with these conditions may jeopardise your claim or
cover.
• If you are travelling to Australia and you require medical treatment you must enrol with a local
Medicare office.
• If you are travelling to countries within Europe (EU, EEA or Switzerland) you are strongly
advised to obtain a European Health Insurance Card (EHIC) and take it with you.
You can apply for an EHIC online at www.ehic.org.uk.
Special conditions apply to each section of your policy - Please refer to the policy wording for full
details.
Significant features and benefits
• War risks, civil commotion and terrorism – cover for these events is provided under Section
B – Emergency medical and other expenses, Section C – Hospital benefit and Section D –
Personal accident (unless caused by nuclear, chemical or biological attack) – Please see
paragraph 1. in the ‘What is not covered’ section - applicable to all sections of the policy on
page 14 in the policy wording for full details.
•
The Schedule of Benefits shows the maximum amount you can claim for each insured
person (unless otherwise stated).
2
Some sections are optional and these are marked* - Your Certificate of Insurance will show if you selected any of these options.
A
Section
Cancellation or curtailment*
Limits
£5,000
Excess
£75 (£20
Emergency medical and other expenses
Emergency dental treatment
Additional accommodation and travelling costs
Funeral expenses abroad
Hospital benefit
£10,000,000
£200
£5,000
£2,500
£25 per complete 24 hour
period up to £1,000
£25,000
£25,000
£75
Nil
Nil
£75
Nil
£25,000
£25,000
£5,000
£2,000
£250
£250 (£125 under 18 years)
£50 per complete 24
hour period up to £250
£500
Nil
Nil
Nil
£75
£250 (£75 under 18 years)
£150
£2,000,000
£25 for the first 12 hours, £20
for each additional complete
12 hour period thereafter up
to a maximum of £200
£5,000
£1,000
£1,000
£25,000
£50 per day up to £500
£50 per day up to £500
£50 per day up to £500
Nil
Nil
£75
Nil
£1,000
£400
£250
£25 per day up to £150
£25 per day up to £250
£25 per day up to £250
£100 per day up to £300
£75
£75
£1,000
£300
£250
£75
£150
£75
£75
loss of deposit)
B
C
D
E
F
G
H
Personal accident
Permanent Total Disablement
Loss of one or more limbs, or total and
irrecoverable Loss of Sight in one or both eyes
Death benefit (aged 18 – 75)
Death benefit (aged under 18 or over 75)
Baggage*
Single article limit
Total for all valuables
Emergency replacement of baggage (outward
journey only
Personal money, passport and
travel documents *
Cash Limit
Passport & Travel documents
Personal liability
Delayed departure
after 12 hours delay
Abandonment of trip after 12 hours delay
I Missed departure on your outward journey
J Catastrophe
K Legal expenses
L Hijack
M Mugging
N Withdrawal of service
Winter sports cover*
(Up to 17 days for annual multi trip policies)
O1 Ski equipment (owned)
Ski equipment (hired)
Single article limit
O2 Ski equipment hire
O3 Ski pack
O4 Piste closure
O5 Delay due to avalanche
Golf cover*
P1 Golf equipment
Golf equipment (hired)
Golf cover Single Article limit
P2 Hole-in-one
P3 Golf course closure
Business extension*
Q1 Business equipment
Replacement business samples limit
Business single article limit
Q2 Business equipment hire
Q3 Business money
Wedding/Civil partnership extension*
R Wedding/Civil partnership
Wedding/Civil partnership rings
Wedding/Civil partnership photography
Wedding/Civil partnership gifts
Wedding/Civil partnership attire
Wedding/Civil partnership cosmetics,
hairstyling & flowers
3
Nil
Nil
Nil
£75
£75
£75
Nil
£75
Nil
Nil
Nil
Nil
Nil
Nil
Nil
Nil
Nil
£2,000
£1,000
£1,000
£100 per day up to £500
£75
£75
£1,000
£75
£500
£500
£1,500
£2,000
£75
£75
£75
£75
£500
£75
Nil
Section
CruisePlus extension*
S1 Missed port departure
S2 Cabin confinement
S3 Itinerary change
S4 Unused cruise excursions
S5 Cruise interruption
3a
Limits
Excess
£1,000
£100 per day up to £500
£150 per port up to £500
£500
£1,000
£75
Nil
Nil
£75
£75
Significant or unusual limitations or what is not covered
• The standard excesses will be shown within your policy wording. Any increased excess or
excess waiver will be shown on the Certificate of Insurance with any increased amount you
have agreed to pay.
• Under annual multi trip policies, trips are limited to 45 days for anyone aged up to 65 years.
For anyone aged 66 years and over, trips are limited to 31 days.
• Any trip that has already begun when you purchase this insurance will not be covered,
except where this policy replaces or you renew an existing annual multi trip policy which fell
due for renewal during the trip.
What is not covered applicable to all sections of the policy
• War risks, civil commotion, terrorism, (except under Section B – Emergency medical and
other expenses, Section C – Hospital benefit and Section D – Personal accident unless
caused by nuclear, chemical or biological attack), sonic bangs, radioactive contamination.
• There are a number of sports, activities and winter sports that are not covered - Please see
paragraphs 4, 5, and 6 in What is not covered - applicable to all sections of the policy on
page 14 in the policy wording.
• Climbing on or jumping from vehicles, buildings or balconies regardless of the height.
• Wilful, self inflicted injury, suicide, drug use or solvent abuse.
• You drinking too much alcohol resulting in a claim.
• Unlawful actions and any criminal proceedings brought against you.
• Travel to a country, specific area or event which the Travel Advice Unit of the Foreign and
Commonwealth Office (FCO) has advised against all travel or all but essential travel.
What is not covered under Section A – Cancellation or curtailment
• Redundancy caused by misconduct, resignation, voluntary redundancy, entering into a
compromise agreement, or where you received a warning or notification of redundancy
before you purchased this insurance or at the time of booking any trip.
• Any circumstances known to you before you purchased this insurance or at the time of
booking any trip that could reasonably be expected to result in a claim.
• The cost of Air Passenger Duty (APD) whether irrecoverable or not.
• Any claim related to a medical condition that a close relative or a close business associate
has at the time of purchase of this policy or has had prior to the purchase of this policy or
any recognised complication caused by the existing medical condition.
What is not covered under Section B – Emergency medical and other expenses
• Treatment or surgery which in the opinion of the Emergency Assistance Service, can wait
until your return to your home area.
• Medication, which prior to departure is known to be required.
• Expenses incurred as a result of a tropical disease where you have not had the NHS
recommended inoculations and/or taken the NHS recommended medication.
What is not covered under Section C – Hospital benefit
• Hospitalisation, compulsory quarantine or confinement to your accommodation as a result
of a tropical disease where you have not had the NHS recommended inoculations and/or
taken the NHS recommended medication.
What is not covered under Section E – Baggage
• Valuables left unattended at any time unless in a hotel safe, safety deposit box or in your
locked accommodation.
• Baggage contained in an unattended vehicle between 9 pm and 9 am (or at any time between
9 am and 9 pm unless it is locked out of sight in a secure baggage area) – Please see the
definition of secure baggage area in the Definitions in the policy wording.
• Contact or corneal lenses, hearing aids, dental or medical fittings, ski equipment, golf
equipment and other items are excluded - See your policy wording for the full list.
• Business goods, samples or tools used in connection with your occupation.
What is not covered under Section F – Personal money, passport and travel documents
• Personal money or your passport or visa left unattended at any time unless in a hotel safe,
safety deposit box or in your locked accommodation.
• Loss or theft of traveller’s cheques where you have not complied with the issuing agent’s conditions.
What is not covered under Section G – Personal liability
• Pursuit of any trade, business or profession, or the ownership, possession or use of
mechanically propelled vehicles, aircraft or watercraft.
What is not covered under Section H – Delayed departure and abandonment of trip
• Strike or industrial action existing or being publicly announced before the date you purchased
this insurance or at the time of booking any trip.
• The cost of Air Passenger Duty (APD) whether irrecoverable or not.
• Claims arising directly or indirectly from volcanic eruptions and/or volcanic ash clouds.
4
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•
Any costs incurred by you which are recoverable from the public transport operator or for which
you receive or are expected to receive compensation, damages, refund of tickets, meals,
refreshments, accommodation, transfers, communication facilities or other assistance.
Any travel and accommodation costs, charges and expenses where the public transport
operator has offered reasonable alternative travel arrangements.
What is not covered under Section I – Missed departure on your outward journey
• Strike or industrial action existing or being publicly announced before the date you purchased
this insurance or at the time of booking any trip.
• Your failure to arrive at the departure point in time to board any connecting public transport
after your departure on the initial international outbound leg of the trip.
• Claims arising directly or indirectly from volcanic eruptions and/or volcanic ash clouds.
What is not covered under Section K – Legal expenses
• Any claim where in our opinion there is insufficient prospect of success in obtaining
reasonable compensation.
• Legal costs and expenses incurred prior to our written acceptance of the case.
What is not covered under Sections O– Winter sports cover
• Ski equipment contained in or stolen from an unattended vehicle between 9 pm and 9 am
(or at any time between 9 am and 9 pm unless it is locked out of sight in a secure baggage
area) – Please see the definition of secure baggage area in the Definitions in the policy
wording.
• A deduction for wear, tear and depreciation will be made on ski equipment – see table in
Section O1 – Ski equipment.
What is not covered under Sections P– Golf cover
• Golf equipment contained in or stolen from an unattended vehicle between 9 pm and 9 am
(or at any time between 9 am and 9 pm unless it is locked out of sight in a secure baggage
area) – Please see the definition of secure baggage area in the Definitions in the policy
wording.
• A deduction for wear, tear and depreciation will be made on ski equipment – see table in
Section P1 – Golf equipment.
What is not covered under Section Q – Business Extension
• Loss, theft of or damage to Business Equipment contained in or stolen from an unattended
vehicle:
overnight between 9pm and 8am (local time); or
at any time between 8am and 9pm (local time) unless it is in the locked boot which is
separate from the passenger compartment, or for those vehicles without a separate boot,
locked in the vehicle and covered from view and evidence of forcible and violent entry to the
vehicle is confirmed by a police report.
• Claims arising from Business Equipment left Unattended in a place to which the general
public has access (e.g. on a beach/around a swimming pool) or left in the custody of anyone
other than an Insured Person or your travelling companion.
What is not covered under Section R – Wedding/Civil Partnership cover
• Valuables left unattended at any time unless in a hotel safe, safety deposit box or in your
locked accommodation.
• Baggage contained in an unattended vehicle between 9 pm and 9 am (or at any time between
9 am and 9 pm unless it is locked out of sight in a secure baggage area) – Please see the
definition of secure baggage area in the Definitions in the policy wording.
• Contact or corneal lenses, hearing aids, dental or medical fittings, ski equipment, golf
equipment and other items are excluded - See your policy wording for the full list.
• Business goods, samples or tools used in connection with your occupation.
Duration
If this policy is an annual multi trip policy it lasts for a period of 12 months after which it automatically
expires. If this policy is for a single trip, it lasts for the specified length of the trip.
Please refer to your Certificate of Insurance for your selected cover.
Cancellation period
If you decide that this policy does not meet your needs, you may cancel it within 14 days of receiving
it. This is called the ‘cooling off’ period. We will refund the full premium you paid, if you have not
travelled and no claim has been made and no incident likely to result in a claim has occurred. If you
cancel after the 14 day ‘cooling off’ period no refund of premium will be made. See General
conditions applicable to the whole policy in the policy wording for full details.
Claim notification
To make a claim, please contact Claims Settlement Agencies on 01702 427172,
by email to [email protected] or in writing to:
Claims Settlement Agencies, 308-314 London Road, Hadleigh, Benfleet, Essex, SS7 2DD
5
Making a complaint
If your complaint is about your policy please contact:
Explorer Travel Insurance
Suite 9, Chalkwell Lawns
648-656 London Road
Westcliff on Sea
SS0 9HR
Tel: 0800 043 4003
Email: [email protected]
If your complaint is about a claim on your policy please contact:
Claims Settlement Agencies
308-314 London Road
Hadleigh
Benfleet
Essex
SS7 2DD
Tel: 01702 427172
Email: [email protected]
If the complaint is still not resolved, you can approach The Financial Ombudsman Service. Referral
to the Financial Ombudsman will not affect your right to take legal action. Full details of addresses
and contact numbers can be found within the Making a complaint section of the policy wording.
Financial Services Compensation Scheme (FSCS)
We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to
compensation from the scheme in the unlikely event we cannot meet our obligations to you. This
depends on the type of insurance and the circumstances of the claim. Further information about the
compensation scheme arrangements is available from the FSCS (www.fscs.org.uk).
6
Policy Wording
Introduction
This is your travel insurance policy. It contains details of what is covered, conditions and what is not
covered, for each insured person and is the basis on which all claims will be settled. It is validated
by the issue of the Certificate of Insurance which we recommend be attached to the policy.
In return for having accepted your premium we will in the event of bodily injury, death, illness,
disease, loss, theft, damage, legal liability or other specified events happening within the period of
insurance provide insurance in accordance with the operative sections of your policy as referred to
in your Certificate of Insurance.
The Certificate of Insurance and any endorsements are all part of the policy. Your policy is evidence
of the contract of insurance.
United Kingdom residents
This policy is only available to you if you are permanently resident in the United Kingdom and
registered with a medical practitioner in the United Kingdom.
You must be in the United Kingdom at the time of purchasing this policy and before starting your
trip. Any trip that has already begun when you purchase this insurance will not be covered.
The law which applies to this policy
You and we can choose the law which applies to this policy. We propose that English Law applies.
Unless we and you agree otherwise English law will apply to this policy.
Age eligibility - Single trip
There is no upper age limit for single trip policies.
Age eligibility - Annual multi trip
Platinum policies are not available to anyone aged 80 years or over if annual multi trip cover is
selected. If you reach the age of 80 years during the period of insurance, cover will continue until
the next renewal date but not after that.
Platinum MediPlus policies are not available to anyone aged 71 years and over if annual multi trip
cover is selected. If you reach the age of 71 years during the period of insurance, cover will continue
until the next renewal date but not after that.
Your Certificate of Insurance will show which cover option you have selected.
If you are aged under 18 years at date of issue of the policy you can only travel provided you are
accompanied by one of the adults insured under this policy.
Geographical areas
You will not be covered if you travel outside the area you have selected, as shown in your Certificate
of Insurance.
UK - England, Wales, Scotland and Northern Ireland.
EU1 - All countries listed in UK above; Channel Islands, Gibraltar, Isle of Man; Israel, Morocco, Tunisia;
all European countries west of the Ural mountains excluding Andorra, Cyprus, Greece, Spain and
Turkey.
EU2 - All countries listed in UK and EU1 above; Egypt; all European countries west of the Ural mountains
including Andorra, Cyprus, Greece, Spain and Turkey.
AUS/NZ - Australia and New Zealand.
WW1 - Worldwide excluding USA, Canada and Caribbean.
WW2 - Worldwide including USA, Canada and Caribbean.
Policy excess
Under most sections of the policy, claims will be subject to an excess. This means that you will be
responsible for paying the first part of each and every claim per incident claimed for, under each
section by each insured person, unless you have paid the additional premium to waive the excess
as stated in the Certificate of Insurance.
Helplines
Please carry this policy document with you in case of an emergency. For medical assistance
and/or repatriation claims:
In the event of any illness, injury, accident or hospitalisation which requires Inpatient or Outpatient
treatment anywhere in the world, you must contact:
Intana
Tel: + 44 (0) 20 8865 0436
Fax: +44 (0) 1992 708721
Email: [email protected]
7
Policy information
If you would like more information or if you feel the insurance may not meet your needs, email
Explorer Travel Insurance at [email protected] or call 0800 043 4003.
Insurer
The Insurer for this policy is:
Solid Forsakringsaktiebolag who is authorised by Finansinspektionen, the Financial Supervisory
Authority of Sweden and subject to limited regulation by the Financial Conduct Authority and
Prudential Regulation Authority. Details about the extent of our regulation by the Financial Conduct
Authority and Prudential Regulation Authority are available from us on request.
Data Protection Act Notice
To set up and administer your policy we will hold and use information about you supplied by you and
by medical providers. We may send it in confidence for processing to other companies acting on our
instructions including those located outside the European Economic Area.
Please note insurers exchange information with various databases to help check the information
provided and prevent fraudulent claims.
Fraud prevention
To keep premiums low we do participate in a number of industry initiatives to prevent and detect fraud.
To help prevent crime we may:
1. Share information about you with other organisations and public bodies including the police.
2. Share information about you within the Solid Group and with other insurers.
3. Pass your details to recognised centralised insurance industry applications and claims review
systems (for example the Travel Claims Database) where your details may be checked and
updated.
4. Check your details with fraud prevention agencies and databases. If you give us false or
inaccurate information and we suspect fraud, we may record this with fraud prevention agencies.
5. Search records held by fraud prevention and credit agencies to:
a) Help make decisions about credit services for you and members of your household.
b) Help make decisions on insurance policies and claims for you and members of your
household.
c) Trace debtors, recover debt, prevent fraud and to manage your insurance policies.
d) Check your identity to prevent money laundering.
6. Undertake credit searches and additional fraud searches.
Definitions
These definitions apply throughout your policy booklet. Where we explain what a word means that
word will appear highlighted in bold print and have the same meaning wherever it is used in the
policy. We have listed the definitions alphabetically.
Baggage
- means luggage, clothing, personal effects, valuables and other articles (but excluding ski
equipment, golf equipment, business equipment, personal money and documents of any kind)
which belong to you (or for which you are legally responsible) which are worn, used or carried by
you during any trip.
Bodily injury
- means an identifiable physical injury caused by sudden, unexpected, external and visible means
including injury as a result of unavoidable exposure to the elements.
Business equipment
- means items used by you in support of your business activity including office equipment which is
portable by design including, but not restricted to, personal computers, PDAs and mobile telephones.
Business money
- means bank notes, currency notes and coins in current use, travellers’ and other cheques, postal
or money orders, pre-paid coupons or vouchers, travel tickets, event and entertainment tickets,
phonecards, money cards and credit/debit or pre-pay charge cards all held for business purposes.
Business trip
- means a trip taken wholly or in part for business purposes but excluding manual work.
8
Close business associate
- means any person whose absence from business for one or more complete days at the same time
as your absence prevents the proper continuation of that business.
Close relative
- means mother, father, sister, brother, wife, husband, civil partner, daughter, son, grandparent,
grandchild, parent-in-law, son-in-law, daughter-in-law, sister-in-law, brother-in-law, step parent, step
child, step sister, step brother, foster child, legal guardian, domestic partner or fiancé/fiancée.
Couple
- means you and your close relative who lives with you in a domestic relationship at the same
address as you.
Curtailment /Curtail/Curtailed
- means either:
a) abandoning or cutting short the trip by direct early return to your home area, in which case
claims will be calculated from the day you returned to your home area and based on the number
of complete days of your trip you have not used, or
b) by attending a hospital outside your home area as an in-patient or being confined to your
accommodation abroad due to compulsory quarantine or on the orders of a medical
practitioner, in either case for a period in excess of 48 hours. Claims will be calculated from the
day the ill/injured person was admitted to hospital or confined to your accommodation and
based on the number of complete days for which you were hospitalised, quarantined or confined
to your accommodation. Cover only applies to ill/injured persons.
Excess
- means the first amount of each claim, per section, for each separate incident payable for each
Insured Person.
Family cover
- means up to two adults aged up to 65 years (Single Trip) or aged up to 60 years (Annual Multi Trip
policies) plus any number of their children, step children or foster children aged under 18 years at
date of issue of the policy. The children are only insured when travelling with one or both of the
insured adults, but under annual multi trip cover either adult are insured to travel on their own.
Golf equipment
- means golf clubs, golf balls, golf bag, non motorised golf trolley and golf shoes.
Hijack
- means the unlawful seizure or wrongful exercise of control of an aircraft or conveyance that You
are travelling in as a passenger
Home
- means your normal place of residence in the United Kingdom.
Home area
For residents of the United Kingdom excluding Channel Islands and the Isle of Man, your home area
means the United Kingdom excluding Channel Islands and the Isle of Man. For residents of the
Channel Islands and the Isle of Man, your home area means either the particular Channel Island on
which you live or the Isle of Man depending on where your home is.
Insured person
See definition of You/Your/Yourself/Insured person.
Medical condition
- means any disease, illness or injury.
Medical practitioner
- means a registered practising member of the medical profession recognised by the law of the
country where they are practising, who is not related to you or any person who you are travelling with.
Mugging
-means a violent attack on you with a view to theft by person(s) not previously known to you.
One-way trip(s)
- means a trip or journey made by you within the geographical areas shown in the Certificate of
Insurance during the period of insurance, for a maximum of 17 days but with cover under this policy
ceasing 12 hours after the time you first leave immigration control of the country in which your final
destination is situated.
Package
- means the pre-arranged combination of at least two of the following components when sold or
offered for sale at an inclusive price and when the service covers a period of more than 24 hours or
includes overnight accommodation:
a)
b)
transport
accommodation
9
--c) other tourist services not ancillary to transport or accommodation (such as car hire or airport
parking) and accounting for a significant proportion of the package as more fully described
under The Package Travel, Package Holidays and Package Tour Regulations 1992.
Period of insurance
- means if annual multi trip cover is selected, the period of 12 months for which we have accepted
the premium as stated in the Certificate of Insurance. During this period any trip not exceeding 45 days
for anyone aged up to 65 years, limited to 31 days for anyone aged 66 or over. Winter sports trips
are further limited to 17 days in total in each period of insurance. Under these policies Section A
- Cancellation cover will be operative from the date stated in the Certificate of Insurance or the time
of booking any trip (whichever is the later date) and terminates on commencement of any trip.
- means if single trip cover is selected, the period of the trip and terminating upon its completion, but
not in any case exceeding the period shown in the Certificate of Insurance. Under these policies
Section A - Cancellation cover will be operative from the time you pay the premium.
For all other sections of the policy, whichever cover is selected, the insurance starts when you leave
your home or for a business trip your place of business (whichever is the later) to start the trip and
ends at the time of your return to your home or place of business (whichever is the earlier) on
completion of the trip.
However any trip that had already begun when you purchased this insurance will not be covered,
except where this policy replaces or you renew an existing annual multi trip policy which fell due for
renewal during the trip.
The period of insurance is automatically extended for the period of the delay in the event that your
return to your home area is unavoidably delayed due to an event insured by this policy.
Personal money
- means bank notes, currency notes and coins in current use, travellers’ and other cheques, postal
or money orders, pre-paid coupons or vouchers, travel tickets, event and entertainment tickets,
phonecards, money cards and credit/debit or pre-pay charge cards all held for private purposes.
Pre-existing medical condition
- means:
a) Any respiratory condition (relating to the lungs or breathing), heart condition, stroke, Crohn’s
disease, epilepsy or cancer for which you have ever received treatment (including surgery, tests
or investigations by your doctor or a consultant/specialist and prescribed drugs or medication).
b) Any medical condition for which you have received surgery, in-patient treatment or investigations
in a hospital or clinic within the last twelve months.
c) Any medical condition for which you are taking prescribed drugs or medication.
Public transport
- means any publicly licensed aircraft, sea vessel, train, coach or bus on which you are booked or
had planned to travel.
Schedule of benefits
- means the details of cover as outlined in page 3 of this document.
Secure baggage area
- means any of the following, as and where appropriate:
a) The locked dashboard, boot or luggage compartment of a motor vehicle
b) The locked luggage compartment of a hatchback vehicle fitted with a lid closing off the luggage
area, or of an estate car with a fitted and engaged tray or roller blind cover behind the rear seats
c) The fixed storage units of a locked motorised or towed caravan
d) A locked luggage box, locked to a roof rack which is itself locked to the vehicle roof.
Single parent cover
- means one adult aged up to 65 years (Single Trip) or aged up to 60 years (Annual Multi Trip policies)
plus any number of his or her children, step children or foster children aged under 18 at date of issue
of the policy. The children are only insured when travelling with the insured adult.
Ski equipment
- means skis (including bindings), ski boots, ski poles and snowboards.
Sports equipment
- means specialist equipment belonging to you used specifically for a particular sport of leisure
pursuit.
Terrorism
- means an act, including but not limited to the use of force or violence and/or the threat thereof, of
any person or group(s) of persons, whether acting alone or on behalf of or in connection with any
organisation(s) or governments, committed for political, religious, ideological or similar purposes
including the intention to influence any government and/or to put the public, or any section of the
public, in fear.
10
Travelling companion
-means a person(s) with whom you have booked to travel on the same travel itinerary and without
whom your travel plans would be impossible
Trip
- means any holiday, business or pleasure trip or journey made by you within the geographical areas
shown in the Certificate of Insurance which begins and ends in your home area or place of business
during the period of insurance, and including one- way trips as defined.
However any trip that had already begun when you purchased this insurance will not be covered,
except where this policy replaces or you renew an existing annual multi trip policy which fell due for
renewal during the trip.
If annual multi trip cover is selected then cover is provided for any trip not exceeding 45 days for
anyone aged up to 65 years, limited to 31 days for anyone aged 66 or over. Winter sports trips are
further limited to 17 days in total in each period of insurance. If any trip exceeds 45 days for anyone
aged up to 65 years or 31 days for anyone aged 66 years and over there is absolutely no cover
under this policy for that trip (not even for the first 31 days of the trip), unless you have contacted
us and we have agreed in writing to provide cover.
In addition, any trip solely within your home area is only covered where you have pre - booked at
least two nights’ accommodation in a hotel, motel, holiday camp, holiday park, bed and breakfast,
holiday cottage or similar accommodation rented for a fee. Each trip under annual multi trip cover is
considered to be a separate insurance, with the terms, definitions, ‘What is not covered’and
conditions contained in this policy applying to each trip.
Unattended
- means when you are not in full view of and not in a position to prevent unauthorised interference
with your property or vehicle.
United Kingdom
- means England, Scotland, Wales, Northern Ireland, the Isle of Man and the Channel Islands.
Valuables
- means jewellery, gold, silver, precious metal or precious or semiprecious stone articles, watches,
furs, cameras, camcorders, portable satellite navigation systems, photographic, audio, video,
computer, television and telecommunications equipment (including mobile phones, MP3/4 players,
tablets, iPods, Kindles, ebooks, CDs, DVDs, tapes, films, cassettes, cartridges and headphones),
computer games and associated equipment, telescopes and binoculars.
We/Us/Our
- means Solid Forsakringsaktiebolag, Box 22068, 250 22 Helsingborg, Sweden.
You/Your/Yourself/Insured person
- means each person travelling on a trip whose name appears in the Certificate of Insurance.
General conditions applicable to the whole policy
You must comply with the following conditions to have the full protection of your policy.
If you do not comply we may cancel the policy or refuse to deal with your claim or reduce the amount
of any claim payment.
1. Dual insurance
If at the time of any incident which results in a claim under this policy, there is another insurance
covering the same loss, damage, expense or liability we will not pay more than our proportional
share (not applicable to Section D – Personal accident).
2. Duty to take reasonable care not to make a misrepresentation
Please take reasonable care to answer all our questions honestly and to the best of your
knowledge. If you do not answer our questions correctly, your policy may be cancelled, or your
claims rejected or not fully paid.
3. Reasonable precautions
At all times you must take all reasonable precautions to avoid injury, illness, disease, loss, theft
or damage and take all reasonable steps to safeguard your property from loss or damage and
to recover property lost or stolen.
4. Cancellation
Statutory cancellation rights
You can cancel this policy within 14 days of receiving it. This is called the ‘cooling off’ period.
If you want to cancel the policy you need to:
11
Tell Us
a. by emailing to [email protected] or
b. by writing to Explorer Travel Insurance
Suite 9, Chalkwell Lawns
648-656 London Road
Westcliff on Sea
SS0 9HR
or
c. by telephoning on 0800 043 4003
If you have not travelled and no claim has been made and no incident likely to result in a claim has
occurred, we will refund the premium you paid.
You may cancel this policy at any time, after the 14 day ‘cooling off’ period. No refund of premium
will be made.
The policy can be cancelled mid-term by us giving you 7 days' notice in writing sent to your last
known address.
Our discretion to cancel policies is restricted to the following reasons:
• If we are unable to collect a premium and have not received a response to two chaser letters.
• Your failure to co-operate in a way that affects our ability to process a claim.
• Suspected fraud or use of threatening or abusive behaviour.
No refund of premium will be made.
Claims conditions
You must comply with the following conditions to have the full protection of your policy.
If you do not comply we may cancel the policy or refuse to deal with your claim or reduce the amount
of any claim payment. You must contact us by phone if you want to make a claim using the relevant
number given below, depending on the type of claim:
1. Claims
All non medical emergency claims:
You must contact:
Claims Settlement Agencies
Tel: 01702 427172
For medical assistance and/or repatriation claims:
In the event of any illness, injury, accident or hospitalisation which requires Inpatient or Outpatient
treatment anywhere in the world, you must contact:
Intana
Tel: + 44 (0) 20 8865 0436
Fax: +44 (0) 1992 708721
Email: [email protected]
The claim notification must be made within 31 days or as soon as possible after that following any
bodily injury, illness, disease, incident, event, redundancy or the discovery of any loss, theft or
damage which may lead to a claim under this policy.
You must also tell us if you are aware of any court claim form, summons or impending prosecution.
Every communication relating to a claim must be sent to us as soon as possible. You or anyone
acting on your behalf must not negotiate, admit or repudiate (refuse) any claim without our
permission in writing and cooperate fully with us in our investigations into the circumstance of your
claim.
You or your legal representatives must supply at your own expense, all information, evidence, details
of household insurance, proof of ownership and medical certificates as required by us. You should
refer to the section under which you are claiming for further details of the evidence that we need to
deal with your claim.
We reserve the right to require you to undergo an independent medical examination at our expense.
We may also request and will pay for a post mortem examination.
You must retain any property which is damaged, and if requested, send it to us at your own expense.
If we pay a claim for the full value of the property and it is then recovered it will then become our
property.
We may refuse to reimburse you for any property which you cannot provide proof of ownership
such as an original receipt, a valuation, original user manual or bank or credit card statements.
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2. Transferring of rights
We are entitled to take over any rights in the defence or settlement of any claim and to take
proceedings in your name for our benefit against any other party.
3. Fraud
You must not act in a fraudulent manner.
If you or anyone acting for you
a) Make a claim under the policy knowing the claim to be false or fraudulently exaggerated in
any way; or
b) Make a statement in support of a claim knowing the statement to be false in any way; or
c) Submit a document in support of a claim knowing the document to be forged or false in any
way; or
d) Make a claim for any loss or damage caused by your wilful act or with your connivance
Then
a) we will not pay the claim
b) we will not pay any other claim which has been or will be made under the policy
c) we may make the policy void from the date of the fraudulent act
d) we will be entitled to recover from you the amount of any claim already paid under the policy
e) we will not refund any premium
f)
we may inform the police of the circumstances.
Important conditions relating to health
You must comply with the following conditions to have the full protection of your policy.
If you do not comply we may cancel the policy or refuse to deal with your claim or reduce the amount
of any claim payment.
1. It is a condition of this policy that you will not be covered under Section A – Cancellation or
curtailment charges, Section B – Emergency medical and other expenses, Section C – Hospital
benefit and Section D – Personal accident for any claims arising directly or indirectly from:
a) At the time of taking out this policy:
i)
Any pre-existing medical condition you have unless you have contacted Explorer Travel
Insurance at www.explorerinsurance.co.uk or by phone on 0800 043 4003 and we
have agreed in writing, to cover you
ii) Any medical condition for which you have received a terminal prognosis
iii) Any medical condition you are aware of but for which you have not had a diagnosis
iv) Any medical condition for which you are on a waiting list for or have knowledge of the
need for surgery, treatment or investigation at a hospital, clinic or nursing home
v) Any medical condition affecting you, a close relative or a close business associate
that you are aware of, that could reasonably be expected to result in a claim on this
policy.
b) At any time:
i)
Any medical conditions you have for which a medical practitioner has advised you
not to travel (or would have done so had you sought his/her advice), but despite this
you still travel
ii) Any surgery, treatment or investigations for which you intend to travel outside of your
home area to receive (including any expenses incurred due to the discovery of other
medical conditions during and/or complications arising from these procedures)
iii) Any medical condition for which you are not taking the recommended treatment or
prescribed medication as directed by a medical practitioner
iv) Your travel against any health requirements stipulated by the carrier, their handling
agents or any other public transport provider.
v) Your participation in clinical/drug trials.
If your health changes after the start date of your policy and the date your travel tickets or confirmation
of booking were issued, you should telephone Explorer Travel Insurance on 0800 043 4003 to make sure
your cover is not affected. We may require an additional premium, increase the applicable excess or
withdraw cover completely should the stability of the condition make it necessary to do so.
You should also refer to ‘What is not covered’ on page 14 – applicable to all sections of the policy.
13
Medical screening
You will need to complete the straightforward online process or contact Explorer Travel Insurance by
telephone to answer simple questions about your medical conditions, medication, trips to your
medical practitioner, and other related matters.
If, as a result of your answers, our criteria of assessment may impose special terms, such as an
additional premium, this will be advised to you immediately in the online quote and will form part of
the policy and conditions will be shown. The policy will be emailed to you with confirmation of
purchase.
Should you decide not to pay the additional premium all medical conditions will not be covered.
Any additional medical conditions not declared to us will not be covered.
You should also refer to ‘What is not covered’ on page 14 - applicable to all sections of the policy.
What is not covered - applicable to all sections of the policy
We will not pay for claims arising directly or indirectly from:
1. War risks, civil commotion and terrorism
War, invasion, acts of foreign enemies, hostilities or warlike operations (whether war be declared
or not), civil war, rebellion, terrorism, revolution, insurrection, civil commotion assuming the
proportions of or amounting to an uprising, military or usurped power but this exclusion shall
not apply to losses under Section B – Emergency medical and other expenses, Section C –
Hospital benefit and Section D – Personal accident unless such losses are caused by nuclear,
chemical or biological attack, or the disturbances were already taking place at the beginning of
any trip.
2. Radioactive contamination
Ionising radiation or contamination by radioactivity from any nuclear fuel or from any nuclear
waste, from combustion of nuclear fuel, the radioactive, toxic, explosive or other hazardous
properties of any nuclear assembly or nuclear component of such assembly.
3. Sonic bangs
Loss, destruction or damage directly caused by pressure waves caused by aircraft and other
aerial devices travelling at sonic or supersonic speeds.
4. Winter sports
Your participation in winter sports unless the appropriate winter sports premium has been paid,
then cover will apply under those sections shown as covered for winter sports in your Certificate
of Insurance for:
a) the winter sports specified in the list on page 31 and
b) any other winter sports trips shown as covered on your
Certificate of Insurance for a period of no more than 17 days in total in each period of
insurance under annual multi trip policies and for the period of the trip under single trip
policies.
5. Professional sports or entertaining
Your participation in or practice of any professional sports or professional entertaining.
6. Other sports or activities
Your participation in or practice of any other sport or activity, manual work, driving any motorised
vehicle or racing unless:
a)
specified in the list on page 15 or
b)
shown as covered in your Certificate of Insurance.
7. Your travel by freighter, container or cargo ship.
8. Suicide, drug use or solvent abuse
Your wilfully self-inflicted injury or illness, suicide or attempted suicide, sexually transmitted
diseases, solvent abuse, drug use (other than drugs taken in accordance with treatment
prescribed and directed by a medical practitioner, but not for the treatment of drug addiction)
and putting yourself at needless risk (except in an attempt to save human life).
9. Alcohol abuse
You drinking too much alcohol or alcohol abuse where it is reasonably foreseeable that such
consumption could result in an impairment of your faculties and/or judgement resulting in a
claim. We do not expect you to avoid alcohol on your trips or holidays, but we will not cover any
claims arising because you have drunk so much alcohol that your judgement is seriously affected
and you need to make a claim as a result.
14
10. Jumping from vehicles, buildings or balconies
You climbing on top of, or jumping from a vehicle or jumping from a building or balcony, or
sitting, planking, balconing, owling or lying on any external part of any building, or climbing or
moving from any external part of any building to another (apart from stairs, ramps or walkways)
and falling regardless of the height, unless your life is in danger or you are attempting to save
human life.
11. Unlawful action
Your own unlawful action or any criminal proceedings against you.
12. Additional loss or expense
Any other loss, damage or additional expense following on from the event for which you are
claiming, unless we provide cover under this insurance. Examples of such loss, damage or
additional expense would be the cost of replacing locks after losing keys, costs incurred in
preparing a claim or loss of earnings following bodily injury, illness or disease.
13. Armed Forces
Operational duties of a member of the Armed Forces (other than claims arising from authorised
leave being cancelled due to operational reasons, as provided for under sub section 4. of Section
A – Cancellation or curtailment charges).
14. Travelling against FCO advice
Your travel to a country, specific area or event when the Travel Advice Unit of the Foreign &
Commonwealth Office (FCO) or regulatory authority in a country to/from which you are travelling
has advised against all, or all but essential travel.
Sports and activities covered
The following lists detail the sports and activities that this policy will cover when you are participating
on a recreational, incidental and amateur basis during any trip.
Any involvement is these sports and/or activities is subject to your compliance with local laws and
regulations and the use of recommended safety equipment (such as helmet, harness, knee and/or
elbow pads). Details of those sports and activities which you have purchased cover for will be
added to your Certificate of Insurance.
Activity pack 1 – covered as standard
Personal accident benefit - excluded if marked with*
Personal liability benefit – excluded if marked with +
Archery
Badminton
Baseball
Basketball
Beach Games
Bungee Jumping (Max 2 jumps. Organised and under
qualified supervision)
Canoeing / Kayaking (Flat water or River up to Grade
2) *+
Clay Pigeon Shooting*+
Cricket*+
Cycling (excluding racing, BMX, Mountain biking and
touring)
Dinghy Sailing
Fell Walking*+
Fishing
Football
Golf
Horse Riding (no Competitions, Polo, Hunting,
Racing, Jumping. Riding hat must be worn)
Hot Air Ballooning (Booked in UK prior to departure)
Jet Boating (no competitions) *+
Jet Skiing*+ (no competitions)
Jogging
Marathon Running
Motorcycling up to 125cc (Subject to holding
appropriate licence & wearing helmet, no off road)
Netball
Orienteering
Paintballing *+
Parascending (Europe only, over water)
Pony trekking (Riding hat must be worn)
Racquetball
Rambling/Hiking/Trekking under 2,000m
Roller Blading /Inline Skating / Skate boarding (no
racing, no competitions)
Rounders
Rowing
Running, Sprint / Long Distance
Safari (Organised tours only, pre-booked within the
UK/Ireland)
Sail Boarding
Sailing/Yachting within territorial waters (no racing
or crewing)*+
Scuba Diving down to 30 metres (provided not in
excess of your PADI dive level. Excludes solo dives.
Cannot dive within 24hrs of departure)
Snorkelling
Squash
Surfing (max 14 days, no competitions)
Tennis
Tour Operator Safari
Treetop Walkways
Track Events
Triathlon
Volleyball
War Games
Water Polo
Water Skiing
White/Black Water Rafting (Grades 1-3 under qualified
supervision)
Windsurfing
Working abroad (non manual labour)
Yoga
15
Activity pack 2 – covered with an
additional charge
Activity pack 3 – covered with an additional charge
Medical excess increased to £400
Personal accident benefit – reduced by 50%
Medical excess increased to £250
Personal accident benefit – reduced by 50% (excluded if marked with*)
Personal liability benefit – excluded
Personal liability benefit – excluded
Boxing training (no contact)
Bungee jump (up to 3 additional - organised and
under qualified supervision)
Camel/Elephant riding/trekking (with competent
supervision)
Cycle touring
Fencing
Flying as a passenger (in a licenced passenger
carrying aircraft)
Go-karting (helmet must be worn)
Hockey
Hot air ballooning (non incidental)
Jet skiing (non incidental)
Manual labour (ground level only, no machinery)
Martial arts (training only, no contact)
Motorcycling 125cc to 250cc (Subject to holding
appropriate licence & wearing helmet, no off road)
Mountain biking (excluding downhill mountain biking)
Parascending (Europe only, over water, non
incidental to trip)
Rambling/hiking/trekking between 2,001 and
4,000m (without ropes and/or picks)
Safari (non-UK organised, organised tours only)
Scuba diving (non incidental down to maximum of
40m, not exceeding your PADI dive level)
Sea canoeing/Kayaking (under qualified supervision)
Sea fishing (non incidental)
Surfing (non incidental, no competitions)
Water-skiing/Windsurfing/Snorkelling (amateur, non
incidental)
Winter sports (extension to 31 days cover for
Annual Multi Trip)
Abseiling
American football
Parachuting (Europe only, with qualified supervision)
Paragliding (Europe only, with qualified supervision)
Parascending overland (Europe only, with qualified
supervision)
Rugby
Sailing/Yachting – outside territorial waters if
qualified or accompanied by a qualified person (No
racing)*
Sand yachting
Sky diving (Europe only, up to 2 jumps maximum)*
Snowmobiling
Tandem Skydive (Europe only, up to 2 jumps
maximum)*
White/Black water rafting (grade 4 to 6 under
qualified supervision)
Zip wiring/zip trekking (with competent supervision)
Activity pack 4 – covered with an additional charge
Medical excess increased to £400
Personal accident benefit – excluded
Personal liability benefit – excluded
Canyoning
High diving (amateur, up to 5m height. Excluding cliff
diving)
Horse jumping (No polo, or hunting, riding hat must
be worn)
Kite surfing
Parasailing (with qualified supervision)
Rock climbing (under 2,000m either as a qualified
person or with qualified supervision)
Rock scrambling (under 4,000m)
Trekking - Inca trail (as part of an organised tour)
Trekking – Kilimanjaro (as part of an organised tour)
Emergency and medical service
You must contact the Emergency Assistance Service in the event of an illness or accident which
may lead to outpatient or in-patient hospital treatment or before any arrangements are made for
repatriation; or in the event of curtailment necessitating your early return home. The service operates
24 hours a day, 365 days a year for advice, assistance, making arrangements for hospital admission,
repatriation (returning you to your home area) and authorisation of medical expenses. If this is not
possible because the condition requires emergency treatment you must contact the Emergency
Assistance Service as soon as possible.
Medical assistance abroad
The Emergency Assistance Service has the medical expertise, contacts and facilities to help should
you be injured in an accident or fall ill. The Emergency Assistance Service will also arrange transport
home when this is considered to be medically necessary or when you are told about the illness or
death of a close relative or a close business associate at home.
Payment for medical treatment abroad
If you are admitted to a hospital/clinic while abroad, the Emergency Assistance Service will arrange for
medical expenses, covered by the policy, to be paid direct to the hospital/clinic. To take advantage of this
benefit someone must contact the Emergency Assistance Service for you as soon as possible. Private
medical treatment is not covered unless authorised specifically by the Emergency Assistance Service.
The emergency assistance service provided for you by this insurance is operated by Intana. In the
event of any illness, injury, accident or hospitalisation which requires Inpatient or Outpatient
16
treatment anywhere in the world, you must contact:
Intana
Tel: +44 (0) 20 8865 0436
Fax: +44 (0) 1992 708721
Email: [email protected]
INSTRUCTIONS TO CLINICS FOR OUTPATIENT TREATMENT:
If you require outpatient treatment you must provide a copy of your Certificate of Insurance to the
treating doctor / clinic at the time of treatment so that they can contact Intana to obtain authorisation
for your treatment, in line with your policy wording. You are responsible for any policy excess and
this should be paid by you at the time of treatment.
Instructions to Doctors/Clinics:
In order to have your invoices paid quickly, please send your invoice together with a copy of the
Certificate of Insurance (clearly showing the policy number and names) and any supporting
documentation related to the outpatient treatment (Medical report, cost breakdown) by email to
[email protected].
You must include your bank account details, IBAN no’s and / or Swift code for payment to be
processed electronically.
Fax: +44 (0) 1992 708721
E-mail: [email protected]
Tel: +44 (0) 20 8865 0436
Reciprocal health agreements with other countries
EU, EEA or Switzerland
If you are travelling to countries within the European Union (EU), the European Economic Area (EEA) or
Switzerland you are strongly advised to obtain a European Health Insurance Card (EHIC). You can apply
for an EHIC either online at www.ehic.org.uk or by telephoning 0300 330 1350. This will entitle you to
benefit from the health care arrangements which exist between countries within the EU/EEA or Switzerland.
If we agree to pay for a medical expense which has been reduced because you have used either a
European Health Insurance Card or private health insurance, we will not deduct the excess under
Section B - Emergency medical and other expenses.
Australia
If you need medical treatment in Australia you must enrol with a local MEDICARE office. You do not
need to enrol when you arrive, but you must do this after the first occasion you receive treatment.
In-patient and out-patient treatment at a public hospital will then be available free of charge. Details
of how to enrol and the free treatment available can be found by visiting the MEDICARE website on
www.medicareaustralia.gov.au. or by emailing [email protected] Alternatively
please call the Emergency Assistance Service for guidance.
If you are admitted to hospital you must contact the Emergency Assistance Service as soon as
possible and get their authorisation for any treatment not available under MEDICARE.
New Zealand
United Kingdom citizens on a short term visit to New Zealand are eligible for treatment (medical,
hospital and related) on the same basis as citizens of New Zealand. If the treatment relates to an
existing medical condition or a new condition arises, then a medical practitioner must agree in each
case that prompt treatment is necessary, if treatment is to be provided under the reciprocal agreement.
You will also need to show your UK passport.
You will however have to pay the same charges as New Zealanders for treatment at a doctor’s surgery
or for prescribed medication.
Contact the Emergency Assistance Service on telephone number: +44 (0) 20 8865 0436
Section A – Cancellation or curtailment charges
(only operative if indicated in the Certificate of Insurance)
What is covered
We will pay you up to the amount shown in the schedule of benefits for your proportion only of any
irrecoverable unused travel and accommodation costs and other pre-paid charges (including
excursions up to £250) which you have paid or are contracted to pay, together with your proportion
only of any reasonable additional travel expenses incurred if
a) cancellation of the trip is necessary and unavoidable or
b) the trip is curtailed before completion
17
as a result of any of the following events:
1. The death, bodily injury, illness, disease, or complications arising as a direct result of pregnancy
of:
a) you
b) any person who you are travelling or have arranged to travel with
c) any person who you have arranged to stay with
d) your close relative
e) your close business associate.
2. You or any person who you are travelling or have arranged to travel with being quarantined,
called as a witness at a Court of Law or for jury service attendance.
3. Redundancy of you or any person who you are travelling or have arranged to travel with (which
qualifies for payment under current United Kingdom redundancy payment legislation, and at the
time of booking the trip there was no reason to believe anyone would be made redundant).
4. You or any person who you are travelling or have arranged to travel with, are a member of the
Armed Forces, Territorial Army, Police, Fire, Nursing or Ambulance Services or employees of a
Government Department and have your/their authorised leave cancelled or are called up for
operational reasons, provided that the cancellation or curtailment could not reasonably have
been expected at the time when you purchased this insurance or at the time of booking any trip.
5. The Police or other authorities requesting you to stay at or return to your home due to serious
damage to your home caused by fire, aircraft, explosion, storm, flood, subsidence, fallen trees,
collision by road vehicles, malicious people or theft.
Special conditions relating to claims
1. You must get (at your own expense) a medical certificate from a medical practitioner and the
prior approval of the Emergency Assistance Service to confirm the necessity to return home,
prior to curtailment of the trip due to death, bodily injury, illness, disease or complications
arising as a direct result of pregnancy.
2. If you fail to notify the travel agent, tour operator or provider of transport or accommodation as
soon as you find out it is necessary to cancel the trip, the amount we will pay will be limited to
the cancellation charges that would have otherwise applied.
3. If you cancel the trip due to:
a) stress, anxiety, depression or any other mental or nervous disorder that you are suffering
from you must provide (at your own expense) a medical certificate from either a registered
mental health professional if you are under the care of a Community Mental Health Team or
if not, a consultant specialising in the relevant field or
b) any other bodily injury, illness, disease or complications arising as a direct result of
pregnancy, you must provide (at your own expense) a medical certificate from a medical
practitioner stating that this necessarily and reasonably prevented you from travelling. We
need the medical certificate completed as soon as you find out it is necessary to cancel the
trip, as any delay in seeing a medical practitioner could mean that your symptoms are no
longer present. If you cannot get an immediate appointment, please make one for as early
as possible and keep all details of this to help substantiate your claim.
What is not covered
1. The excess as shown in the schedule of benefits, unless you have purchased the excess waiver
and this is shown on your Certificate of Insurance.
2. The cost of your unused original tickets where the Emergency Assistance Service or we have
arranged and paid for you to come home following curtailment of the trip. If however you have
not purchased a return ticket, we reserve the right to deduct the cost of an economy flight from
any additional costs we have incurred which are medically necessary to repatriate you to your
home.
3. The cost of Air Passenger Duty (APD) whether irrecoverable or not.
4. Any claims arising directly or indirectly from:
a) Your misconduct or misconduct by any person who you are travelling with or have arranged to
travel with leading to dismissal, your/their resignation, voluntary redundancy, you/their entering
into a compromise agreement, or where you/they had received a warning or notification of
redundancy before you purchased this insurance or at the time of booking any trip.
b) Circumstances known to you before you purchased this insurance or at the time of booking
any trip which could reasonably have been expected to lead to cancellation or curtailment
of the trip.
18
c) A medical condition that a close relative or a close business associate has at the time of
purchase of this policy or has had prior to the purchase of this policy or any recognised
complication caused by the existing medical condition.
5. Travel tickets paid for using any airline mileage or supermarket reward scheme (for example
Avios), unless evidence of specific monetary value can be provided.
6. Accommodation costs paid for using any Timeshare, Holiday Property Bond or other holiday
points scheme. In addition any property maintenance costs, fees or charges incurred by you,
as part of your involvement in such schemes is not covered.
7. Anything mentioned in ‘What is not covered’ on page 14 applicable to all sections of the policy.
You should also refer to the ‘Important conditions relating to health.’
Claims evidence
We will require (at your own expense) the following evidence where relevant:
• A medical certificate from the treating medical practitioner (or in the case of stress, anxiety,
depression or any other mental or nervous disorder, either a registered mental health professional
if you are under the care of a Community Mental Health Team or if not, a consultant specialising
in the relevant field) explaining why it was necessary for you to cancel or curtail the trip.
• In the case of death causing cancellation or curtailment of the trip, the original death certificate.
• Booking confirmation together with a cancellation invoice from your travel agent, tour operator
or provider of transport/accommodation.
• In the case of curtailment claims, written details from your travel agent, tour operator or provider
of transport/accommodation of the separate costs of transport, accommodation and other
pre-paid costs or charges that made up the total cost of the trip.
• Your unused travel tickets.
• Receipts or bills for any costs, charges or expenses claimed for.
• In the case of compulsory quarantine, a letter from the relevant authority or the treating medical
practitioner.
• In the case of jury service or witness attendance, the court summons.
• The letter of redundancy for redundancy claims.
• A letter from the commanding officer concerned, confirming cancellation of authorised leave or
call up for operational reasons.
• In the case of serious damage to your home a report from the Police or relevant authority.
• Any other relevant information relating to your claim under this section that we may ask you for.
To make a claim under this section please call:
For curtailment claims +44 (0) 20 8865 0436 or other claims 01702 427172
Section B – Emergency medical and other expenses
What is covered
We will pay you up to the limit shown in the schedule of benefits for the following expenses which
are necessarily incurred during a trip as a result of you suffering unforeseen bodily injury, illness,
disease and/or compulsory quarantine:
1. Emergency medical, surgical, hospital, ambulance and nursing fees and charges incurred outside
of your home area.
2. Emergency dental treatment for the immediate relief of pain (to natural teeth only) incurred
outside of your home area.
3. Costs of telephone calls:
a) to the Emergency Assistance Service notifying and dealing with the problem for which you
are able to provide receipts or other reasonable evidence to show the cost of the calls and
the numbers you telephoned.
b) incurred by you when you receive calls on your mobile phone from the Emergency
Assistance Service for which you are able to provide receipts or other reasonable evidence
to show the cost of the calls.
4. The cost of taxi fares for your travel to or from hospital relating to your admission, discharge or
attendance for outpatient treatment or appointments and/or for collection of medication
prescribed for you by the hospital.
5. If you die:
a) outside your home area the cost of funeral expenses abroad up to the amount shown in the
schedule of benefits plus the reasonable cost of returning your ashes to your home, or the
additional costs of returning your body to your home
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b) within your home area the reasonable additional cost of returning your ashes or body to
your home.
6. Reasonable additional transport and/or accommodation expenses incurred, up to the standard of
your original booking (for example full or half board, all inclusive, bed and breakfast, self catering
or room only), if it is medically necessary for you to stay beyond your scheduled return date.
This includes, with the prior authorisation of the Emergency Assistance Service, reasonable
additional transport and/or accommodation expenses for a travelling companion, friend or close
relative to stay with you or travel to you from the United Kingdom or escort you. Also additional
travel expenses to return you to your home or a suitable hospital nearby if you cannot use the
return ticket.
7. With the prior authorisation of the Emergency Assistance Service, the additional costs incurred
in the use of air transport or other suitable means, including qualified attendants, to repatriate
you to your home if it is medically necessary. These expenses will be for the identical class of
travel utilised on the outward journey unless the Emergency Assistance Service agree otherwise.
Special conditions relating to claims
1. You must tell the Emergency Assistance Service as soon as possible of any bodily injury, illness
or disease which necessitates your admittance to hospital as an in-patient or before any
arrangements are made for your repatriation.
2. If you suffer bodily injury, illness or disease we reserve the right to move you from one hospital
to another and/or arrange for your repatriation to the United Kingdom at any time during the
trip. We will do this, if in the opinion of the Emergency Assistance Service or us (based on
information provided by the medical practitioner in attendance), you can be moved safely and
/ or travel safely to your home area or a suitable hospital nearby to continue treatment.
3. The intention of this section is to pay for emergency medical/surgical/dental treatment only and
not for treatment or surgery that can be reasonably delayed until your return to your home area.
Our decisions regarding the treatment or surgery that we will pay for (including repatriation to
your home area) will be based on this. If you do not accept our decisions and do not want to
be repatriated, then we will cancel all cover under your policy and refuse to deal with claims for
any further treatment and/or your repatriation to your home area.
What is not covered
1. The excess as shown in the schedule of benefits, unless you have purchased the excess waiver
and this is shown on your Certificate of Insurance.
2. Normal pregnancy, without any accompanying bodily injury, illness, disease or complication.
This section is designed to provide cover for unforeseen events, accidents, illnesses and
diseases and normal childbirth would not constitute an unforeseen event.
3. The cost of your unused original tickets where the Emergency Assistance Service or we have
arranged and paid for you to return to your home, if you cannot use the return ticket. If however
you have not purchased a return ticket, we reserve the right to deduct the cost of an economy
flight from any additional costs we have incurred which are medically necessary to repatriate you
to your home.
4. Any claims arising directly or indirectly for:
a) The cost of treatment or surgery, including exploratory tests, which are not related to the
bodily injury or illness which necessitated your admittance into hospital.
b) Any expenses which are not usual, reasonable or customary to treat your bodily injury,
illness or disease.
c) Any form of treatment or surgery which in the opinion of the Emergency Assistance Service
or us (based on information provided by the medical practitioner in attendance), can be
delayed reasonably until your return to your home area.
d) Expenses incurred in obtaining or replacing medication, which you know you will need at
the time of departure or which will have to be continued outside of your home area. Where
possible and with the agreement of your medical practitioner, you should always travel
with plenty of extra medication in case of travel delays.
e) Additional costs arising from single or private room accommodation.
f)
Treatment or services provided by a health spa, convalescent or nursing home or any
rehabilitation centre unless agreed by the Emergency Assistance Service.
g) Any costs incurred by you to visit another person in hospital.
h) Any expenses incurred by you to visit another person in hospital.
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i)
Any expenses incurred in England, Scotland, Wales, Northern Ireland, the Isle of Man or
the Channel Islands which are:
i.
for private treatment, or
ii.
are funded by, or are recoverable from the Health Authority in your home area, or
iii. are funded by a reciprocal health agreement (RHA) between these countries and/or
islands.
j)
Expenses incurred as a result of a tropical disease where you have not had the NHS
recommended inoculations and/or taken the NHS recommended medication.
k) Any expenses incurred after the date on which we exercise our rights under this section to
move you from one hospital to another and/or arrange for your repatriation but you decide
not to be moved or repatriated.
5. Anything mentioned in ‘What is not covered’ on page 14 applicable to all sections of the policy.
You should also refer to the ‘Important conditions relating to health.’
Claims evidence
We will require (at your own expense) the following evidence where relevant:
• Receipts or bills for all in-patient/out-patient treatment or emergency dental treatment
received.
• In the event of death, the original death certificate and receipts or bills for funeral, cremation
or repatriation expenses.
• Receipts or bills for taxi fares to or from hospital claimed for, stating details of the date,
name and location of the hospital concerned.
• Receipts or bills or proof of purchase for any other transport, accommodation or other costs,
charges or expenses claimed for, including calls to the Emergency Assistance Service.
• Any other relevant information relating to your claim under this section that we may ask
you for.
To make a claim under this section please call:
For medical assistance and/or repatriation claims +44 (0) 20 8865 0436
or other claims 01702 427172
Section C – Hospital benefit
What is covered
We will pay you up to the limit shown in the schedule of benefits for every complete 24 hours you
have to stay in hospital as an in-patient or are confined to your accommodation due to your
compulsory quarantine or on the orders of a medical practitioner outside your home area as a
result of bodily injury, illness or disease you sustain.
We will pay the amount above in addition to any amount payable under Section B – Emergency
medical and other expenses. This payment is meant to help you pay for additional expenses such
as taxi fares and phone calls incurred by your visitors during your stay in hospital.
Special conditions relating to claims
1. You must tell the Emergency Assistance Service as soon as possible of any bodily injury, illness
or disease which necessitates your admittance to hospital as an in-patient, compulsory
quarantine or confinement to your accommodation on the orders of a medical practitioner.
What is not covered
1. Any claims arising directly or indirectly from:
a) Any additional period of hospitalisation, compulsory quarantine or confinement to your
accommodation:
i) relating to treatment or surgery, including exploratory tests, which are not directly related
to the bodily injury, illness or disease which necessitated your admittance into hospital.
ii) relating to treatment or services provided by a convalescent or nursing home or any
rehabilitation centre.
iii) following your decision not to be repatriated after the date, when in the opinion of the
Emergency Assistance Service it is safe to do so.
b) Hospitalisation, compulsory quarantine or confinement to your accommodation:
i)
relating to any form of treatment or surgery which in the opinion of the Emergency
Assistance Service or us (based on information provided by the medical practitioner
in attendance), can be delayed reasonably until your return to your home area.
ii) as a result of a tropical disease where you have not had the NHS recommended
inoculations and/or taken NHS the recommended medication.
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iii) occurring in England, Scotland, Wales, Northern Ireland, the Isle of Man or the Channel
Islands and relating to either private treatment or tests, surgery or other treatment, the
costs of which are funded by a reciprocal health agreement (RHA) between these
countries and/or islands, or are funded by or recoverable from the Health Authority in
your home area.
2. Anything mentioned in ‘What is not covered’ on page 14 applicable to all sections of the policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
• Confirmation in writing from the hospital, relevant authority or the treating medical
practitioner of the dates when you were admitted and subsequently discharged from
hospital, compulsory quarantine or confinement to your accommodation.
• Any other relevant information relating to your claim under this section that we may ask
you for.
To make a claim under this section please call 01702 427172
Section D – Personal accident
Special definitions relating to this section (which are shown in italics)
Loss of limb
- means loss by permanent severance of an entire hand or foot or the total and permanent loss of
use of an entire hand or foot.
Loss of sight
- means total and irrecoverable loss of sight which shall be considered as having occurred:
a) in both eyes, if your name is added to the Register of Blind Persons on the authority of a
fully qualified ophthalmic specialist and
b) in one eye if the degree of sight remaining after correction is 3/60 or less on the Snellen
scale.
What is covered
We will pay one of the benefits as shown in the schedule of benefits if you sustain bodily injury
which shall solely and independently of any other cause, result within two years in your death, loss
of limb, loss of sight or permanent total disablement
Special conditions relating to claims
1. Our medical practitioner may examine you as often as they consider necessary if you make a
claim.
Provisions
1. Benefit is not payable to you:
a) Under more than one of the items shown in the Schedule of benefits under this section.
b) Under permanent total disablement until 24 continuous calendar months after the date you
sustain bodily injury.
c) If you were already disabled before the bodily injury occurred or already has a condition
which is gradually getting worse, we may reduce our payment. Any reduced payment will
be based on our medical assessment of the difference between:
i.
ii.
the disability after the bodily injury; and
the extent to which the disability is affected by the disability or condition before the
bodily injury occurred.
2. The death benefit will be paid to the deceased insured person’s estate.
What is not covered
1. Anything mentioned in ‘What is not covered’ on page 14 applicable to all sections of the policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
•
•
•
In the event of death, the original death certificate.
A medical certificate or report in relation to claims for loss of limb, loss of sight or
permanent total disablement.
Any other relevant information relating to your claim under this section that we may ask
you for.
To make a claim under this section please call 01702 427172
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Section E – Baggage
(only operative if indicated in the Certificate of Insurance)
What is covered
1. We will pay you up to the amount as shown in the schedule of benefits for the accidental loss
of, theft of or damage to baggage. The amount payable in the event of a total loss, will be the
value at today’s prices less a deduction for wear, tear and depreciation (loss of value), or we may
replace, reinstate or repair the lost or damaged baggage.
The maximum we will pay you for the following items is:
a) for any one article, pair or set of articles is as shown in the schedule of benefits.
b) or the total for all valuables is as shown in the schedule of benefits
2. We will also pay you up to the amount as shown in the schedule of benefits for the emergency
replacement of clothing, medication and toiletries if your baggage is temporarily lost in transit
during the outward journey and not returned to you within 24 hours, as long as we receive
written confirmation from the carrier, confirming the number of hours the baggage was delayed.
If the loss is permanent we will deduct the amount paid from the final amount to be paid under this
section.
Special conditions relating to claims
1. You must report to the local Police in the country where the incident occurred within 24 hours
of discovery, or as soon as possible after that and get (at your own expense) a written report of
the loss, theft or attempted theft of all baggage.
2. If baggage is lost, stolen or damaged while in the care of a carrier, transport company, authority,
hotel or your accommodation provider you must report details of the loss, theft or damage to
them in writing and get (at your own expense) written confirmation.
3.
If baggage is lost, stolen or damaged whilst in the care of an airline you must:
a) get a Property Irregularity Report from the airline.
b) give written notice of the claim to the airline within the time limit contained in their conditions
of carriage (please retain a copy).
c) keep all travel tickets and tags for submission if you are going to make a claim under this
policy.
4. You must provide (at your own expense) an original receipt or proof of ownership for items lost,
stolen or damaged to help you to substantiate your claim.
What is not covered
1. The excess as shown in the schedule of benefits, unless you have purchased the Excess waiver
and this is shown on Your Certificate of Insurance (except claims under subsection 2 of ‘What
is covered’).
2. Loss, theft of or damage to valuables left unattended at any time (including in a vehicle, in
checked in luggage or while in the custody of a carrier, tour operator or public transport operator)
unless deposited in a hotel safe, safety deposit box or left in your locked accommodation.
3. Loss, theft of or damage to baggage contained in an unattended vehicle:
a) overnight between 9 pm and 9 am (local time) or
b) at any time between 9 am and 9 pm (local time) unless:
i)
it is locked out of sight in a secure baggage area and
ii) forcible and violent means have been used by an unauthorised person to gain entry
into the vehicle and evidence of such entry is available.
4. Loss or damage due to delay, confiscation or detention by customs or any other authority.
5. Loss, theft of or damage to unset precious stones, contact or corneal lenses, hearing aids,
dental or medical fittings, antiques, musical instruments, motor accessories, documents of any
kind, bonds, securities, perishable goods (such as foodstuffs), bicycles, ski equipment, golf
equipment and damage to suitcases (unless the suitcases are entirely unusable as a result of
one single incidence of damage).
6. Loss or damage due to cracking, scratching, breakage of or damage to china, glass (other than
glass in watch faces, cameras, binoculars or telescopes), porcelain or other brittle or fragile
articles unless caused by fire, theft, or an accident to the aircraft, sea vessel, train or vehicle in
which they are being carried.
23
7. Loss or damage due to breakage of Sports Equipment or damage to sports clothing whilst in use.
8. Loss, theft of or damage to business equipment, business goods, samples, tools of trade and
other items used in connection with your business, trade, profession or occupation.
9. Loss or damage caused by wear and tear, depreciation (loss in value), atmospheric or climatic conditions,
moth, vermin, any process of cleaning repairing or restoring, mechanical or electrical breakdown.
10. Anything mentioned in ‘What is not covered’ on page 14 applicable to all sections of the policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
• A police report from the local Police in the country where the incident occurred for all loss,
theft or attempted theft.
• A Property Irregularity Report from the airline or a letter from the carrier where loss, theft
or damage occurred in their custody.
• A letter from your tour operator’s representative, hotel or accommodation provider where
appropriate.
• All travel tickets and tags for submission.
• An original receipt, proof of ownership or valuations for items lost, stolen or damaged and
for all items of clothing, medication and toiletries replaced if your baggage is temporarily
lost in transit for more than 24 hours.
• A letter from the carrier confirming the number of hours your baggage was delayed for.
• Repair report where applicable.
• Any other relevant information relating to your claim under this section that we may ask
you for.
To make a claim under this section please call 01702 427172
Section F – Personal money, passport and travel documents
(only operative if indicated in the Certificate of Insurance)
What is covered
We will pay you up to the amount as shown in the schedule of benefits for the accidental loss of,
theft of or damage to personal money and documents (including the unused portion of passports,
visas and driving licences). We will also cover foreign currency during the 72 hours immediately
before your departure on the outward journey.
The maximum we will pay for the following items is:
a) for bank notes, currency notes and coins is as shown under the cash limit in the schedule
of benefits.
b) for bank notes, currency notes and coins, if you are under the age of 18 is as shown under
the cash limit in the schedule of benefits.
c) for all other personal money and documents (including the cost of the emergency
replacement or temporary passpor t or visa) is as shown under the schedule of
benefits.
Special conditions relating to claims
1. You must report to the local Police in the country where the incident occurred within 24 hours
of discovery or as soon as possible after that and get (at your own expense) a written report of
the loss, theft or attempted theft of all personal money, passports or documents.
2. If personal money or passports are lost, stolen or damaged while in the care of a hotel or your
accommodation provider you must report details of the loss, theft or damage to them in writing
and get (at your own expense) written confirmation. Keep all travel tickets and tags for
submission if a claim is to be made under this policy.
3. If documents are lost, stolen or damaged while in the care of a carrier, transport company,
authority, hotel or your accommodation provider you must report details of the loss, theft or
damage to them in writing and get (at your own expense) written confirmation.
4.
If documents are lost, stolen or damaged whilst in the care of an airline you must:
a) give formal written notice of the claim to the airline within the time limit set out in their
conditions of carriage (please keep a copy).
b) keep all travel tickets and tags for submission to us if you are going to make a claim under
this policy.
5. You must provide (at your own expense) an original receipt or proof of ownership for items lost,
stolen or damaged to help you to substantiate your claim.
24
What is not covered
1. The excess as shown in the schedule of benefits, unless you have purchased the excess waiver
and this is shown on your Certificate of Insurance.
2. Loss, theft of or damage to personal money or your passport or visa if left unattended at any
time (including in a vehicle, in checked in luggage or while in the custody of a carrier, tour
operator or public transport operator) unless deposited in a hotel safe, safety deposit box or left
in your locked accommodation.
3. Loss, theft of or damage to travellers’ cheques if you have not complied with the issuer’s
conditions or where the issuer provides a replacement service.
4. Loss or damage due to delay, confiscation or detention by customs or any other authority.
5. Loss or damage due to depreciation (loss in value), variations in exchange rates or shortages
due to error or omission.
6. Travel, event or entertainment tickets paid for using any airline mileage or supermarket reward
scheme (for example Avios), unless evidence of specific monetary value can be provided.
7. Anything mentioned in ‘What is not covered’ on page 14 applicable to all sections of the policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
• A police report from the local Police in the country where the incident occurred for all loss,
theft or attempted theft.
• A letter from your tour operator’s representative, hotel or accommodation provider where
appropriate.
• All travel tickets and tags for submission.
• Original receipts, proof of ownership or valuations for items lost, stolen or damaged.
• Receipts or bills or proof of purchase for any transport and accommodation expenses
claimed for.
• Receipt for all currency and travellers cheques transactions.
• Any other relevant information relating to your claim under this section that we may ask
you for.
To make a claim under this section please call 01702 427172
Section G – Personal liability
What is covered
We will pay you up to the amount as shown in the schedule of benefits (including legal costs and
expenses) against any amount you become legally liable to pay as compensation for any claim or
series of claims arising from any one event or source of original cause for accidental:
1. Bodily injury, death, illness or disease to any person who is not in your employment or who is
not a close relative or persons residing with you but not paying for their accommodation.
2. Loss of or damage to property that does not belong to and is neither in the charge of or under
the control of you, a close relative and/or anyone in your employment other than any temporary
holiday accommodation occupied (but not owned) by you.
Special conditions relating to claims
1. You must give us written notice of any incident, which may result in a claim as soon as possible.
2. You must send us every court claim form, summons, letter of claim or other document as soon
as you receive it.
3. You must not admit any liability or pay, offer to pay, promise to pay or negotiate any claim without
our permission in writing.
4. We will be entitled to take over and carry out in your name the defence of any claims for
compensation or damages or otherwise against any third party. We will have full discretion in
the conduct of any negotiation or proceedings or in the settlement of any claim and you will give
us all necessary information and assistance which we may require.
5. If you die, your legal representative(s) will have the protection of this cover as long as they
comply with the terms and conditions outlined in this policy.
What is not covered
1. The excess as shown in the schedule of benefits in relation to any temporary holiday
accommodation occupied by you unless you have purchased the excess waiver and this is
shown on your Certificate of Insurance.
25
2. Compensation or legal costs arising directly or indirectly from:
a) Liability which has been assumed by you under agreement (such as a hire agreement)
unless the liability would have existed without the agreement.
b) Pursuit of any business, trade, profession or occupation or the supply of goods or services.
c) Ownership, possession or use of mechanically propelled vehicles, aircraft or watercraft
(other than surfboards or manually propelled rowing boats, punts or canoes).
d) The transmission of any contagious or infectious disease or virus.
3. Anything mentioned in ‘What is not covered’ on page 14 applicable to all sections of the policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
• Full details in writing of any incident.
• Any court claim form, summons, letter of claim or other document must be sent to us as
soon as you receive it.
• Any other relevant information relating to your claim under this section that we may ask
you for.
To make a claim under this section please call 01702 427172
Section H – Delayed departure or abandonment of trip
What is covered
If the public transport on which you are booked to travel:
1. is delayed at the final departure point from or to the United Kingdom (but not including delays
to any subsequent outbound or return connecting public transport) for at least 12 hours from
the scheduled time of departure, or
2. is cancelled before or after the scheduled time of departure
as a result of any of the following events:
a) strike or
b) industrial action or
c) adverse weather conditions or
d) mechanical breakdown of or a technical fault occurring in the public transport on which you
are booked to travel
We will pay you:
1. up to the amount as shown in the schedule of benefits for the first completed 12 hours delay
and as shown in the schedule of benefits for each full 12 hours delay after that, up to a
maximum as shown in the schedule of benefits (which is meant to help you pay for telephone
calls made and meals and refreshments purchased during the delay) provided you eventually
travel, or
2. up to the amount as shown in the schedule of benefits for your proportion only of any
irrecoverable unused travel and accommodation costs and other pre-paid charges which you
have paid or are contracted to pay, if:
a) after a delay of at least 12 hours, or
b) following cancellation, no suitable alternative public transport is provided within 12 hours
of the scheduled time of departure
you choose to cancel your trip before departure from the United Kingdom.
You can only claim under subsection 1. or 2. above for the same event, not both.
You can only claim under one of either Section H – Delayed departure or Section I – Missed departure
for the same event, not both
Special conditions relating to claims
1. You must check in according to the itinerary given to you unless your tour operator has requested
you not to travel to the airport.
2. You must get written confirmation (at your own expense) from the carriers (or their handling
agents) of the cancellation, number of hours of delay and the reason for these together with
confirmation of your check in times and details of any alternative transport offered.
3. You must comply with the terms of contract of the travel agent, tour operator, carrier or transport
provider and seek financial compensation, assistance or a refund of your ticket from them in
26
accordance with such terms and/or (where applicable) your rights under EU Air Passenger
Rights legislation in the event of cancellation or long delay of flights.
4. Where applicable you must get (at your own expense) written confirmation from the public
transport operator (or their handling agents) and/or provider of accommodation (or their booking
agents) that compensation, assistance or reimbursement of any costs, charges and expenses
incurred by you will not be provided and the reason for this.
What is not covered
1. The excess as shown in the schedule of benefits, unless you have purchased the excess waiver
and this is shown on your Certificate of Insurance.
2. Claims arising directly or indirectly from:
a) Strike or industrial action existing or being publicly announced by the date you purchased
this insurance or at the time of booking any trip.
b) An aircraft or sea vessel being withdrawn from service (temporary or otherwise) on the
recommendation of the Civil Aviation Authority, Port Authority or any such regulatory body
in a country to/from which you are travelling.
c) Any delays to any subsequent outbound or return connecting public transport following
your departure from the final departure point from or to the United Kingdom.
d) Volcanic eruptions and/or volcanic ash clouds.
3. For subsection 2. only of ‘What is covered’:
a) The cost of Air Passenger Duty (APD) whether irrecoverable or not.
b) Travel tickets paid for using any airline mileage or supermarket reward scheme (for example
Avios), unless evidence of specific monetary value can be provided.
c) Accommodation costs paid for using any Timeshare, Holiday Property Bond or other holiday
points scheme. In addition any property maintenance costs, fees or charges incurred by
you, as part of your involvement in such schemes is not covered.
d) Any costs incurred by you which are recoverable from the providers of the accommodation,
their booking agents (or the administrators of either) or for which you receive or are expected
to receive compensation or reimbursement.
e) Any costs incurred by you which are recoverable from the public transport operator or for
which you receive or are expected to receive compensation, damages, refund of tickets,
meals, refreshments, accommodation, transfers, communication facilities or other
assistance.
f)
Any costs incurred by you which are recoverable from your credit/debit card provider or for
which you receive or are expected to receive compensation or re-imbursement.
g) Any travel and accommodation costs, charges and expenses where the public transport
operator has offered reasonable alternative travel arrangements.
h) Any cost if your trip was booked as part of a package holiday.
4. Anything mentioned in ‘What is not covered’ on page 14 applicable to all sections of the policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
• Full details of the travel itinerary supplied to you.
• A letter from the carriers (or their handling agents) confirming the number of hours delay,
the reason for the delay and confirmation of your check in time.
• In the case of cancellation claims, your booking confirmation together with written details
from your travel agent, tour operator or provider of transport/accommodation of the separate
costs of transport, accommodation and other pre-paid costs or charges that made up the
total cost of the trip.
• Your unused travel tickets.
• Receipts or bills for any transport, accommodation or other costs, charges or expenses
claimed for.
• Written confirmation from the provider of transport/accommodation that compensation,
assistance or reimbursement of any costs, charges and expenses incurred by you will not
be provided and the reason for this.
• Any other relevant information relating to your claim under this section that we may ask
you for.
To make a claim under this section please call 01702 427172
27
Section I – Missed departure on your outward journey
What is covered
We will pay you up to the amount as show in the schedule of benefits for reasonable additional
accommodation (room only) and travel expenses necessarily incurred in reaching your overseas
destination if you fail to arrive at the departure point in time to board the public transport on which you
are booked to travel on for the initial international outbound leg of the trip as a result of:
1. the failure of other public transport or
2. an accident to or breakdown of the vehicle in which you are travelling or
3. an accident or breakdown happening ahead of you on a public road which causes an unexpected
delay to the vehicle in which you are travelling or
4. strike, industrial action or adverse weather conditions.
If the same expenses are also covered under Section H – Delayed departure you can only claim
under one section for the same event, not both.
Special conditions relating to claims
1. You must allow enough time for the public transport or other transport to arrive on schedule and
to deliver you to the departure point.
What is not covered
1. The excess as shown in the schedule of benefits, unless you have purchased the excess
waiver and this is shown on your Certificate of Insurance.
2. Claims arising directly or indirectly from:
a) Strike or industrial action existing or being publicly announced by the date you purchased
this insurance or at the time of booking any trip.
b) An accident to or breakdown of the vehicle in which you are travelling when a repairers
report or other evidence is not provided.
c) Breakdown of any vehicle owned by you which has not been serviced properly and
maintained in accordance with manufacturer’s instructions.
d) An aircraft or sea vessel being withdrawn from service (temporary or otherwise) on the
recommendation of the Civil Aviation Authority, Port Authority or any such regulatory body
in a country to/from which you are travelling.
e) Your failure to arrive at the departure point in time to board any connecting public transport
after your departure on the initial international outbound leg of the trip.
f)
Volcanic eruptions and/or volcanic ash clouds (except claims under subsection 1. of ‘What
is covered’ above.
g) Trips solely within the United Kingdom.
3. Additional expenses where the scheduled public transport operator has offered reasonable
alternative travel arrangements.
4. Anything mentioned in ‘What is not covered on page 14 applicable to all sections of the policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
• A letter from the public transport provider detailing the reasons for failure.
• A letter from the relevant public transport provider, carrier or authority confirming details of
the strike, industrial action or adverse weather conditions.
• Your unused travel tickets.
• Receipts or bills or proof of purchase for any transport, accommodation or other costs,
charges or expenses claimed for.
• Any other relevant information relating to your claim under this section that we may ask
you for.
To make a claim under this section please call 01702 427172
Section J – Catastrophe
What is covered
We will pay you up to the amount as shown in the schedule of benefits for reasonable additional
accommodation and transport costs incurred up to the standard of your original booking, if you need
to move to other accommodation at any point during the trip as a result of fire, flood, earthquake,
volcanic eruption, explosion, tsunami, landslide, avalanche, hurricane, storm or an outbreak of food
poisoning or an infectious disease meaning you cannot use your booked accommodation.
28
If the same costs are also covered under Section A – Cancellation or curtailment charges you can
only claim for these under one section for the same event.
Special conditions relating to claims
1. You must get (at your own expense) written confirmation from the provider of the
accommodation, the local Police or relevant authority that you could not use your
accommodation and the reason for this.
What is not covered
1. The excess as shown in the schedule of benefits, unless you have purchased the excess waiver
and this is shown on your Certificate of Insurance.
2. Any costs incurred by you which are recoverable from the travel agent, tour operator or the
providers of the accommodation or for which you receive or are expected to receive
compensation or reimbursement.
3. Any costs for normal day to day living such as food and drink which you would have expected
to pay during your trip.
4. Anything mentioned in ‘What is not covered’ on page 14 applicable to all sections of the policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
• Written confirmation from the company providing the accommodation, the local Police or
relevant authority that you could not use your accommodation and the reason for this.
• Receipts or bills for any transport, accommodation or other costs, charges or expenses
claimed for.
• Any other relevant information relating to your claim under this section that we may ask
you for.
To make a claim under this section please call 01702 427172
Section K – Legal expenses
What is covered
We will pay up to the amount as shown in the schedule of benefits for legal costs to pursue a civil
action for compensation, against someone else who causes you bodily injury, illness or death.
Where there are two or more insured persons insured by this policy, then the maximum amount we
will pay for all such claims shall not exceed double the amount shown in the schedule of benefits.
Special conditions relating to claims
1. We shall have complete control over the legal case through agents we nominate, by appointing
agents of our choice on your behalf with the expertise to pursue your claim.
2. You must follow our agent’s advice and provide any information and assistance required within
a reasonable timescale.
3. You must advise us of any offers of settlement made by the negligent third party and you must
not accept any such offer without our permission.
4. We may include a claim for our legal costs and other related expenses.
5. We may, at our own expense, take proceedings in your name to recover compensation from any
third party for any legal costs incurred under this policy. You must give us any assistance we
require from you and any amount recovered shall belong to us.
What is not covered
We shall not be liable for:
1. Any claim where in our opinion there is insufficient prospect of success in obtaining reasonable
compensation.
2. Legal costs and expenses incurred in pursuit of any claim against a travel agent, tour operator,
carrier, us or our agents, Claims Settlement Agencies or their agents, someone you were
travelling with, a person related to you, or another insured person.
3. Legal costs and expenses incurred prior to our written acceptance of the case.
4. Any claim where the legal costs and expenses are likely to be greater than the anticipated amount
of compensation.
5. Any claim where legal costs and expenses are variable depending on the outcome of the claim.
29
6. Legal costs and expenses incurred if an action is brought in more than one country.
7. Any claim where in our opinion the estimated amount of compensation payment is less than
£1,000 for each insured person.
8. Travel, accommodation and incidental costs incurred to pursue a civil action for compensation.
9. The costs of any Appeal.
10. Claims by you other than in your private capacity.
11. Anything mentioned in ‘What is not covered’ on page 14 applicable to all sections of the policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
• Relevant documentation and evidence to support your claim, including photographic
evidence.
• Any other relevant information relating to your claim under this section that we may ask
you for.
To make a claim under this section please call 01702 427172
Section L – Hijack
What is covered
We will pay you up to the amounts shown in the schedule of benefits for every complete period of
24 hours in the event of Hijack of the transport on which you are travelling.
What is not covered
1. Any claim not substantiated by a written police report confirming the length and exact nature of
the incident.
2. Anything mentioned in ‘What is not covered’ on page 14 applicable to all sections of the policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
• Relevant documentation and evidence to support your claim, including written police report.
• Any other relevant information relating to your claim under this section that we may ask
you for.
To make a claim under this section please call 01702 427172
Section M – Mugging
What is covered
We will pay you up to the amounts shown in the schedule of benefits for each night spent receiving
hospital treatment during your journey as a result of bodily injuries sustained by you during a
Mugging
Special conditions:
You can only claim under either Section C - Hospital Benefit or Section M – Mugging, above for the
same event, not both.
What is not covered
1. Any claim not substantiated by a written police report confirming the nature of the assault.
2. Anything mentioned in ‘What is not covered’ on page 14 applicable to all sections of the policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
• Relevant documentation and evidence to support your claim, including written police report.
• Any other relevant information relating to your claim under this section that we may ask
you for.
To make a claim under this section please call 01702 427172
Section N – Withdrawal of services
What is covered
We will pay you up to the amounts shown in the schedule of benefits for every complete period of
24 hours your pre booked hotel/ accommodation completely withdraws the following services due
to strike or industrial action:
30
1. Water or electrical facilities, or
2. Swimming pool facilities, or
3. Kitchen services to the extent that no food is available, or
4. Chambermaid facilities.
What is not covered
1. Any claim not substantiated by a written report from the hotel/accommodation management
confirming the exact length, nature and cause of the disruption.
2. Claims arising directly or indirectly from strike or industrial action which was advised or known
to you at the time this policy was purchased or you booked the trip.
3. Claims for services which were not available prior to any strike or industrial action.
4. Claims where the hotel or tour company have made alternative arrangements or offered financial
compensation for the services or facilities being unavailable
5. Anything mentioned in ‘What is not covered’ on page 14 applicable to all sections of the policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
• Relevant documentation and evidence to support your claim, including photographic
evidence.
• Any other relevant information relating to your claim under this section that we may ask
you for.
To make a claim under this section please call 01702 427172
Sections - O1, O2, O3, O4 and O5 – Winter sports
(only operative if indicated in the Certificate of Insurance)
Winter sports activities covered on a recreational, amateur, non competitive basis, if the
appropriate winter sports premium has been paid.
Personal liability benefit – excluded if marked with *
Airboarding
Big foot skiing
Blade skating
Dry slope skiing
Glacier skiing/walking
Husky dog sledding (organised and with
experienced local driver)
*Ice go karting (within organiser’s guidelines)
Ice skating
*Ice windsurfing
Kick sledging
Ski-blading
Ski boarding
Ski run walking
Skiing on piste**
Skiing alpine
Skiing – mono
Skiing - off piste with a guide**
Sledging/tobogganing on snow
*Sledging/sleigh riding as a passenger (pulled by
horse or reindeer)
Snow blading
Snow boarding on piste**
Snow boarding - off piste with a guide**
Snow carving (using non powered hand tools only
and not working above 3 Metres from the ground)
Snow shoe walking
Snow tubing
Snow mobiling as a passenger (organised and
with Experienced local driver)
Winter walking (using crampons and ice picks only)
** A piste is a recognised and marked ski run within the resort boundaries.
Cover for sections O1, O2, O3, O4 and O5 only operates:1. Under single trip policies - if the appropriate winter sports section is shown as operative in the
Certificate of Insurance and the appropriate additional premium has been paid.
2. Under annual multi trip policies - for a period no more than 17 days in total in each period of
insurance, providing the appropriate winter sports section is shown as operative in the
Certificate of Insurance.
Section O1 – Ski equipment
(only operative if indicated in the Certificate of Insurance)
What is covered
We will pay you up to the amount as shown in the schedule of benefits for the accidental loss of,
theft of or damage to your own ski equipment, or up to the amount as shown in the schedule of
benefits for hired ski equipment. The amount payable in the event of a total loss, will be the value
at today’s prices less a deduction for wear, tear and depreciation (loss of value - calculated from the
table below), or we may replace, reinstate or repair the lost or damaged ski equipment.
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Age of ski equipment
Less than 1 year old
Over 1 year old
Over 2 years old
Over 3 years old
Over 4 years old
Over 5 years old
Amount payable
90% of value
70% of value
50% of value
30% of value
20% of value
No payment
The maximum we will pay for any one article, pair or set of articles is the amount payable calculated
from the table above or the single article limit as shown in the schedule of benefits whichever is
the less.
Special conditions relating to claims
1. You must report to the local Police in the country where the incident occurred within 24 hours
of discovery or as soon as possible after that and get a written report (at your own expense) of
the loss, theft or attempted theft of all ski equipment.
2. If ski equipment is lost, stolen or damaged while in the care of a carrier, transport company,
authority, hotel or your accommodation provider you must report details of the loss, theft or
damage to them in writing and get (at your own expense) written confirmation.
3.
If ski equipment is lost, stolen or damaged whilst in the care of an airline you must:
a) get a Property Irregularity Report from the airline
b) give formal written notice of the claim to the airline, within the time limit set out in their
conditions of carriage (please keep a copy)
c) keep all travel tickets and tags for submission if you are going to make a claim under this policy.
4. You must provide (at your own expense) an original receipt or proof of ownership for items lost,
stolen or damaged to help you to substantiate your claim.
What is not covered
1. The excess as shown in the schedule of benefits, unless you have purchased the excess waiver
and this is shown on your Certificate of Insurance.
2. Loss, theft of or damage to ski equipment contained in or stolen from an unattended vehicle:
a) overnight between 9 pm and 9 am (local time) or
b) at any time between 9 am and 9 pm (local time) unless:
i)
it is locked out of sight in a secure baggage area and
ii) forcible and violent means have been used by an unauthorised person to gain entry
into the vehicle and evidence of this entry is available.
3. Loss or damage due to delay, confiscation or detention by customs or any other authority.
4. Loss or damage caused by wear and tear, depreciation (loss in value), atmospheric or climatic
conditions, moth, vermin, any process of cleaning repairing or restoring, mechanical or electrical
breakdown.
5. Anything mentioned in ‘What is not covered’ on page 14 applicable to all sections of the
policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
•
•
•
•
•
•
•
A police report from the local Police in the country where the incident occurred for all loss,
theft or attempted theft.
A Property Irregularity Report from the airline or a letter from the carrier where loss, theft
or damage occurred in their custody.
A letter from your tour operator’s representative, hotel or accommodation provider where
appropriate.
All travel tickets and tags for submission.
An original receipt or proof of ownership for items lost, stolen or damaged.
Repair report where applicable.
Any other relevant information relating to your claim under this section that we may ask
you for.
To make a claim under this section please call 01702 427172
32
Section O2 – Ski equipment hire
(only operative if indicated in the Certificate of Insurance)
What is covered
We will pay you up to the amount as shown in the schedule of benefits for the reasonable cost of
hiring replacement ski equipment as a result of the accidental loss of, theft of or damage to or
temporary loss in transit for more than 24 hours of your own ski equipment.
Special conditions relating to claims
1. You must report to the local Police in the country where the incident occurred within 24 hours
of discovery or as soon as possible after that and get (at your own expense) a written report
of the loss, theft or attempted theft of your own ski equipment.
2. If ski equipment is lost, stolen or damaged while in the care of a carrier, transport company,
authority, hotel or your accommodation provider you must report details of the loss, theft or
damage to them in writing and get (at your own expense) written confirmation.
3. If ski equipment is lost, stolen or damaged whilst in the care of an airline you must:
a) get a Property Irregularity Report from the airline.
b) give formal written notice of the claim to the airline within the time limit set out in their
conditions of carriage (please keep a copy).
c) keep all travel tickets and tags for submission if you are going to make a claim under this policy.
4. You must provide (at your own expense) an original receipt or proof of ownership for items lost,
stolen or damaged to help you to substantiate your claim.
What is not covered
1. Loss, theft of or damage to ski equipment contained in an unattended vehicle:
a) overnight between 9 pm and 9 am (local time) or
b) at any time between 9 am and 9 pm (local time) unless:
i)
it is locked out of sight in a secure baggage area and
ii) forcible and violent means have been used by an unauthorised person to gain entry
into the vehicle and evidence of this entry is available.
2. Loss or damage due to delay, confiscation or detention by customs or any other authority.
3. Loss or damage caused by wear and tear, depreciation (loss of value), atmospheric or climatic conditions,
moth, vermin, any process of cleaning repairing or restoring, mechanical or electrical breakdown.
4. Anything mentioned in ‘What is not covered’ on page 14 applicable to all sections of the policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
• A police report from the local Police in the country where the incident occurred for all loss,
theft or attempted theft.
• A Property Irregularity Report from the airline or a letter from the carrier where loss, theft
or damage occurred in their custody.
• A letter from your tour operator’s representative, hotel or accommodation provider where
appropriate.
• All travel tickets and tags for submission.
• An original receipt, proof of ownership or valuations for items lost, stolen or damaged
together with receipts or bills detailing the costs incurred of hiring replacement ski
equipment.
• Any other relevant information relating to your claim under this section that we may ask
you for.
To make a claim under this section please call 01702 427172
Section O3 – Ski pack
(only operative if indicated in the Certificate of Insurance)
What is covered
We will pay you:
a) Up to the amount as shown in the schedule of benefits for the unused portion of your ski
pack (ski school fees, lift passes and hired ski equipment) following your bodily injury,
illness or disease.
33
b) Up to the amount as shown in the schedule of benefits for the unused portion of your lift
pass if you lose it.
Special conditions relating to claims
1. You must provide (at your own expense) written confirmation to us from a medical practitioner
that the bodily injury, illness or disease prevented you from using your ski pack.
What is not covered
1. Anything mentioned in ‘What is not covered’ on page 14 applicable to all sections of the policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
•
A medical certificate from the treating medical practitioner explaining why you were unable
to use your ski pack.
•
Any other relevant information relating to your claim under this section that we may ask
you for.
To make a claim under this section please call 01702 427172
Section O4 – Piste closure
(only operative if indicated in the Certificate of Insurance)
What is covered
We will pay you up to the amount as shown in the schedule of benefits for transport costs
necessarily incurred by you, to travel to and from an alternative site if either lack of or excess of
snow, or an avalanche results in the skiing facilities (excluding cross-country skiing) in your resort
being closed and it is not possible to ski. The cover only applies:
a) To the resort which you have pre-booked for a period more than 24 hours and for as long
as these conditions continue at the resort, but not more than the pre-booked period of your
trip and
b) To trips taken outside the United Kingdom during the published ski season for your resort.
Special conditions relating to claims
1. You must get (at your own expense) written confirmation from the relevant authority, ski lift
operator or your tour operator’s representative of the number of days skiing facilities were closed
in your resort and the reason for the closure.
What is not covered
1. Any circumstances where transport costs, compensation or alternative skiing facilities are
provided to you.
2. Anything mentioned in ‘What is not covered’ on page 14 applicable to all sections of the
policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
• A letter from the relevant authority, ski lift operator or your tour operator’s representative of
the number of days skiing facilities were closed in your resort and the reason for the closure.
• Receipts or bills for any transport costs claimed for.
• Any other relevant information relating to your claim under this section that we may ask
you for.
To make a claim under this section please call 01702 427172
Section O5 – Delay due to avalanche
(only operative if indicated in the Certificate of Insurance)
What is covered
We will pay you up to the amount as shown in the schedule of benefits for reasonable additional
accommodation (room only) and travel expenses necessarily incurred in reaching your booked resort
or returning home if you are delayed for more than 24 hours by avalanche. The cover only applies
to trips taken outside the United Kingdom during the published ski season for your resort.
Special conditions relating to claims
1. You must get (at your own expense) written confirmation from the relevant authority or your
tour operator’s representative confirming the event.
34
What is not covered
1. Anything mentioned in ‘What is not covered’ on page 14 applicable to all sections of the policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
• A letter from the relevant authority, ski lift operator or your tour operator’s representative of
the number of days skiing facilities were closed in your resort and the reason for the closure.
• Receipts or bills for any transport costs claimed for.
• Any other relevant information relating to your claim under this section that we may ask
you for.
To make a claim under this section please call 01702 427172
Sections P1, P2, and P3 – Golf cover
(only operative if indicated in the Certificate of Insurance)
Cover for sections P1, P2, and P3 only operates:1. Under single and annual multi trip policies - if the appropriate Golf cover section is shown
as operative in the Certificate of Insurance and the appropriate additional premium has been
paid.
Section P1 – Golf equipment
(only operative if indicated in the Certificate of Insurance)
What is covered
We will pay you up to the amount as shown in the schedule of benefits for the accidental loss of,
theft of or damage to your golf equipment or up to the amount as shown in the schedule of benefits
for hired golf equipment. The amount payable in the event of a total loss, will be the value at today’s
prices less a deduction for wear, tear and depreciation (loss of value - calculated from the table
below), or we may replace, reinstate or repair the lost or damaged golf equipment.
Age of golf equipment
Less than 1 year old
Over 1 year old
Over 2 years old
Over 3 years old
Over 4 years old
Over 5 years old
Amount payable
90% of value
70% of value
50% of value
30% of value
20% of value
No payment
The maximum we will pay for any one article, pair or set of articles is the amount payable calculated
from the table above or the single article limit as shown in the schedule of benefits whichever is the
less.
Special conditions relating to claims
1. You must report to the local Police in the country where the incident occurred within 24 hours
of discovery or as soon as possible after that and get a written report (at your own expense) of
the loss, theft or attempted theft of all golf equipment.
2. If golf equipment is lost, stolen or damaged while in the care of a carrier, transport company,
authority, hotel or your accommodation provider you must report details of the loss, theft or
damage to them in writing and get (at your own expense) written confirmation.
3.
If golf equipment is lost, stolen or damaged whilst in the care of an airline you must:
a. get a Property Irregularity Report from the airline
b. give formal written notice of the claim to the airline, within the time limit set out in their
conditions of carriage (please keep a copy)
c. keep all travel tickets and tags for submission if you are going to make a claim under this
policy.
4. You must provide (at your own expense) an original receipt or proof of ownership for items lost,
stolen or damaged to help you to substantiate your claim.
What is not covered
1. The excess as shown in the schedule of benefits, unless you have purchased the excess waiver
and this is shown on your Certificate of Insurance.
35
2. Loss, theft of or damage to golf equipment contained in or stolen from an unattended
vehicle:
a) overnight between 9 pm and 9 am (local time) or
b) at any time between 9 am and 9 pm (local time) unless:
i)
it is locked out of sight in a secure baggage area and
ii) forcible and violent means have been used by an unauthorised person to gain entry
into the vehicle and evidence of this entry is available.
3. Loss or damage due to delay, confiscation or detention by customs or any other authority.
4. Loss or damage caused by wear and tear, depreciation (loss in value), atmospheric or climatic
conditions, moth, vermin, any process of cleaning repairing or restoring, mechanical or electrical
breakdown.
5. Anything mentioned in ‘What is not covered’ on page 14 applicable to all sections of the
policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
• A police report from the local Police in the country where the incident occurred for all loss,
theft or attempted theft.
• A Property Irregularity Report from the airline or a letter from the carrier where loss, theft
or damage occurred in their custody.
• A letter from your tour operator’s representative, hotel or accommodation provider where
appropriate.
• All travel tickets and tags for submission.
• An original receipt or proof of ownership for items lost, stolen or damaged.
• Repair report where applicable.
• Any other relevant information relating to your claim under this section that we may ask
you for.
To make a claim under this section please call 01702 427172
Section P2 – Hole-in-one
(only operative if indicated in the Certificate of Insurance)
What is covered
We will pay you up to the amount as shown in the schedule of benefits for customary celebratory
expenses You incurred within the golf club premises immediately following you achieving a
hole-in-one during a competition round.
Special conditions relating to claims
1. You must get (at your own expense) a written report from the golf club secretary confirming the
competition details counter signed by your playing partner together with a certified copy of your
score card.
2. You must provide (at your own expense) receipts from the golf club for expenditure incurred
immediately following your hole-in-one to help you to substantiate your claim.
What is not covered
1. Anything mentioned in ‘What is not covered’ on page 14 applicable to all sections of the policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
• Receipts or bills from the golf club for any customary celebratory expenses claimed for.
• Any other relevant information relating to your claim under this section that we may ask
you for
To make a claim under this section please call 01702 427172
Section P3 – Golf course closure
(only operative if indicated in the Certificate of Insurance)
What is covered
If adverse weather conditions cause the total closure of all golf facilities for more than one day at the
golf course you have pre-booked into, you will be covered for the limits shown in the schedule of
benefits for reasonable additional transport costs and green fee costs to enable you to play at a
36
different golf course. If it is not possible to arrange transport to a different golf course, you will
receive the daily benefit shown in the schedule of benefits for each whole day’s pre-booked golf lost.
Special conditions relating to claims
1. Cover will only apply for as long as there are adverse weather conditions closing all golfing
facilities at your resort.
2. You must provide (at your own expense) written confirmation from the appropriate golf course
authority to confirm that all facilities at your pre-booked golf course were closed and/or that it
was not possible to travel to an alternative golf course.
What is not covered
1. You will not be covered for any amount that you can get back from someone or somewhere else.
2. Anything mentioned in ‘What is not covered’ on page 14 applicable to all sections of the policy.
To make a claim under this section please call 01702 427172
Sections Q1, Q2 and Q3 – Business Extension
(only operative if indicated in the Certificate of Insurance)
Cover for sections Q1, Q2, and Q3 only operates:1. Under single and annual multi trip policies - if the appropriate Business extension section is
shown as operative in the Certificate of Insurance and the appropriate additional premium has
been paid.
Section Q1 – Business equipment
(only operative if indicated in the Certificate of Insurance)
What is covered
1. We will pay You, up to the amount shown in the Schedule of benefits, for the accidental loss
of, theft of or damage to Your Business equipment. The amount payable will be the value at
today’s prices less a deduction for wear tear and depreciation, (calculated from the table below)
or We may at Our option replace, re-instate or repair the lost or damaged Business equipment.
Age of Business equipment
Less than 1 year old
Over 1 year old
Over 2 years old
Over 3 years old
Over 4 years old
Over 5 years old
Amount payable
90% of value
70% of value
50% of value
30% of value
20% of value
No payment
The maximum We will pay for the following items is:
a) For any single item is as shown in the Schedule of benefits.
b) For Business equipment and business samples as shown in the Schedule of benefits.
2. We will also pay You up to the amount shown in the Schedule of benefits for:
a) emergency courier expenses You have incurred, in obtaining Business equipment, which
is essential to Your intended business itinerary.
b) the purchase of essential items, if Your Business equipment is delayed or lost in transit on
Your outward journey for more than 12 hours.
Special conditions relating to claims
1. You must report to the local Police in the country where the incident occurred within 24 hours
of discovery or as soon as possible after that and obtain a written report of the loss, theft or
attempted theft of all Business equipment.
2. For items damaged whilst on Your Trip, You must obtain an official report from a retailer
confirming the item is damaged and beyond repair.
3. If Your Business equipment is misdirected or delayed You must supply receipts for the essential
items purchased and written confirmation from the carrier as to the exact nature and length of
delay or misdirection.
4. You must provide an original receipt or proof of ownership for items lost, stolen or damaged to
help You to substantiate Your claim.
37
What is not covered
1. The Excess as shown in the Schedule of benefits, (except under sub section 2. a) unless You
have purchased the Excess waiver and this is shown on Your Certificate of Insurance.
2. Loss, theft of or damage to Business equipment contained in or stolen from an Unattended
vehicle:
a) overnight between 9pm and 8am (local time) or
b) at any time between 8am and 9pm (local time) unless it is in the locked boot which is
separate from the passenger compartment, or for those vehicles without a separate boot,
locked in the vehicle and covered from view and evidence of forcible and violent entry to the
vehicle is confirmed by a police report.
3. Claims arising from Business equipment left Unattended in a place to which the general public
has access (e.g. on a beach/around a swimming pool) or left in the custody of anyone other than
an Insured person.
4. Claims arising from Business equipment whilst in the custody of a carrier, tour operator or
Public transport operator.
5. Loss or damage due to delay, confiscation or detention by customs or other authority.
6. Loss or damage caused by wear and tear, depreciation, deterioration, atmospheric or climatic
conditions, moth, vermin, any process of cleaning repairing or restoring, mechanical or electrical
breakdown.
7. Claims arising from damage caused by leakage of powder or liquid carried within personal effects
or Business equipment.
8. Claims arising from loss or theft from Your accommodation unless there is evidence of forced
entry which is confirmed by a police report.
9. Any loss or damage arising out of You engaging in manual work.
10. Any financial loss, costs or expenses arising from the interruption of Your business.
11. Anything mentioned in ‘What is not covered’ on page 14 applicable to all sections of the policy.
To make a claim under this section please call 01702 427172
Section Q2 – Business equipment hire
(only operative if indicated in the Certificate of Insurance)
What is covered
We will pay You up to the amount as shown in the Schedule of Benefits for each 24 hour period, for
the cost of necessary hire of Business equipment following:
a) loss or damage of Your Business equipment or;
b) the temporary loss in transit during the outward journey for at least 12 hours of Your
Business equipment.
Special conditions relating to claims
1. You must report to the local Police in the country where the incident occurred within 24 hours
of discovery or as soon as possible after that and obtain a written report of the loss, theft or
attempted theft of all Business equipment.
2. For items damaged whilst on Your Trip, You must obtain an official report from a retailer
confirming the item is damaged and beyond repair.
3. If Your Business equipment is misdirected or delayed You must obtain written confirmation from
the carrier as to the exact nature and length of delay or misdirection.
4. You must provide an original receipt or proof of ownership for items lost, stolen or damaged to
help You to substantiate Your claim.
What is not covered
1. Loss, theft of or damage to Business equipment contained in or stolen from an Unattended vehicle:
a) overnight between 9pm. and 8am (local time) or
b) at any time between 8am and 9pm (local time) unless it is in the locked boot which is
separate from the passenger compartment, or for those vehicles without a separate boot,
locked in the vehicle and covered from view and evidence of forcible and violent entry to the
vehicle is confirmed by a police report.
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2. Claims arising from Business equipment left Unattended in a place to which the general public
has access (e.g. on a beach/around a swimming pool) or left in the custody of anyone other than
an Insured Person.
3. Claims arising from Business equipment whilst in the custody of a carrier, tour operator or
Public transport operator.
4. Loss or damage due to delay, confiscation or detention by customs or other authority.
5. Loss or damage caused by wear and tear, depreciation, deterioration, atmospheric or climatic
conditions, moth, vermin, any process of cleaning repairing or restoring, mechanical or electrical
breakdown.
6. Claims arising from damage caused by leakage of powder or liquid carried within personal
effects or Business equipment.
7. Any loss or damage arising out of You engaging in manual work.
8. Business equipment shipped as Freight or under a Bill of Lading.
9. Claims arising from loss or theft from Your accommodation unless there is evidence of forced
entry which is confirmed by a police report.
10. Any financial loss, costs or expenses arising from the interruption of Your business.
11 Anything mentioned in ‘What is not covered’ on page 14 applicable to all sections of the policy.
To make a claim under this section please call 01702 427172
Section Q3 – Business money
(only operative if indicated in the Certificate of Insurance)
What is covered
We will pay You up to the amount shown in the Schedule of Benefits for the accidental loss of, theft
of or damage to Business money.
The maximum We will pay for the following items is:
a) For cash (bank notes, currency notes and coins) as shown in the Schedule of Benefits.
b) For all other Business money as shown in the Schedule of Benefits.
Special conditions relating to claims
1. You must report to the local Police in the country where the incident occurred within 24 hours
of discovery or as soon as possible after that and obtain a written report of the loss, theft or
attempted theft of all Business money.
2. You must provide an original receipt for items lost, stolen or damaged including foreign currency
exchange receipts or statements, statement from Your business bank accounts showing the
amounts withdrawn to help You to substantiate Your claim.
3. If Business money is lost, stolen or damaged while deposited in a hotel safe or safety deposit
box You must report to the hotel, in writing, details of the loss, theft or damage and obtain written
confirmation.
What is not covered
1. The Excess as shown in the Schedule of Benefits, Limits and Excesses unless You have
purchased the Excess waiver and this is shown on Your Certificate of Insurance.
2. Loss or theft of Business money left Unattended at any time (including in a vehicle, in checked
in luggage or while in the custody of a carrier, tour operator or Public transport operator) unless
deposited in a hotel safe or safety deposit box.
3. Loss, theft of or damage to travellers’ cheques if You have not complied with the issuer’s
conditions or where the issuer provides a replacement service.
4. Loss or damage due to delay, confiscation or detention by customs or other authority.
5. Loss or damage due to depreciation in value, variations in exchange rates or shortages due to
error or omission.
6. Anything mentioned in ‘What is not covered’ on page 14 applicable to all sections of the policy.
39
Claims evidence
We will require (at your own expense) the following evidence where relevant:
•
•
•
•
•
A police report from the local Police in the country where the incident occurred for all loss,
theft or attempted theft.
A letter from your hotel or accommodation provider where appropriate.
Original receipts, proof of ownership or valuations for items lost, stolen or damaged.
Receipt for all currency and travellers cheques transactions.
Any other relevant information relating to your claim under this section that we may ask
you for.
To make a claim under this section please call 01702 427172
Section R – Wedding/Civil partnership cover
(only operative if indicated in the Certificate of Insurance)
Cover for section R only operates:1. Under single and annual multi trip policies - if the appropriate Wedding/Civil partnership cover
section is shown as operative in the Certificate of Insurance and the appropriate additional premium
has been paid.
Special Definitions (which are shown in italics)
You/your/insured person/insured couple
- means the couple travelling abroad to be married or enter into a civil partnership whose names
appear in the validation certificate.
Wedding/Civil partnership attire
- means dress, suits, shoes and other accessories bought specifically for the Wedding/Civil
Partnership.
Cosmetics, hairstyling and flowers
-means the prebooked and paid for services or purchased items relating to make-up, hairstyling and
flowers for use on the day of your wedding/civil partnership
What is covered
1. We will pay up to the amounts shown in the schedule of benefits for the accidental loss of,
theft of or damage to the items shown below:
a) for each Wedding/Civil partnership ring taken or purchased on the trip for each insured
person.
b) for Wedding/Civil partnership gifts taken or purchased on the trip for the insured couple.
c) for your Wedding/Civil partnership attire which is specifically to be worn by you on your
Wedding/Civil partnership day.
d) for non recoverable costs relating to your cosmetics, hairstyling and flowers specifically
designated for use by You on your Wedding/Civil partnership day
The amount payable will be the value at today’s prices less a deduction for wear tear and depreciation,
or we may at our option replace, re-instate or repair the lost or damaged baggage/valuables.
2. We will pay the insured couple up to the amount shown in the schedule of benefits for the
reasonable additional costs incurred to reprint/make a copy of or retake the photographs/video
recordings either at a later date during the trip or at a venue in United Kingdom if:
a) the professional photographer who was booked to take the photographs/video recordings
on your Wedding/Civil partnership day is unable to fulfil such obligations due to bodily
injury, illness or unavoidable and unforeseen transport problems, or
b) the photographs/video recordings of the Wedding/Civil partnership day taken by a
professional photographer are lost, stolen or damaged within 14 days after the wedding
day and whilst you are still at the holiday/honeymoon location.
You may claim only under one of either Section R – Wedding/Civil partnership cover or Section E –
Baggage, for the same event, not both.
Special conditions relating to claims
1. You must report to the local Police in the country where the incident occurred within 24 hours
of discovery or as soon as possible after that and get (at your own expense) a written report of
the loss, theft or attempted theft of all baggage/ valuables.
40
2. If valuables are lost, stolen or damaged while in a hotel safe or safety deposit box You must
report to the hotel, in writing, details of the loss, theft, or damage and get (at your own expense)
written confirmation.
3. If baggage is lost, stolen or damaged while in the care of a carrier, transport company, authority,
hotel or accommodation provider you must report to them, in writing, details of the loss, theft
or damage and obtain written confirmation. If baggage is lost, stolen or damaged whilst in the
care of an airline you must:
a) get a Property Irregularity Report from the airline.
b) give written notice of the claim to the airline within the time limit contained in their conditions
of carriage (please keep a copy).
c) keep all travel tickets and tags for submission if you are going to make a claim under this
policy.
d) For items damaged whilst on your trip you must get (at your own expense) an official report
from a local retailer confirming the item is damaged and beyond repair.
e) For cosmetics, hairstyling and flowers; you must provide written confirmation from the
relevant local provider that no refund has been made for the pre booked services.
4. You must provide (at your own expense) an original receipt or proof of ownership for items lost,
stolen or damaged to help you to substantiate your claim.
What is not covered
1. The excess as shown in the schedule of benefits, unless you have purchased the excess waiver
and this is shown on your Certificate of Insurance.
2. Loss, theft of or damage valuables or your passport left unattended at any time (including in a
vehicle, in checked in luggage or while in the custody of a carrier, tour operator or public
transport operator) unless deposited in a hotel safe or safety deposit box.
3. Claims arising from baggage left unattended in a place to which the general public has access
(e.g. on a beach/around a swimming pool) or left in the custody of anyone other than an insured
person or your travelling companion.
4. Loss, theft of or damage to baggage contained in an unattended vehicle:
a) overnight between 9 p.m. and 8 a.m. (local time) or
b) at any time between 8 a.m. and 9 p.m. (local time) unless it is in the locked boot which is
separate from the passenger compartment for those vehicles with a boot, or for those
vehicles without a separate boot locked in the vehicle and covered from view and there is
evidence of forced entry which is confirmed by a police report.
5. Loss or damage due to delay, confiscation or detention by customs or other authority.
6. Loss, theft of or damage to unset precious stones, contact or corneal lenses, hearing aids,
dental or medical fittings, antiques, musical instruments, documents of any kind, bonds,
securities, perishable goods, bicycles, and damage to suitcases (unless the suitcase is entirely
unusable as a result of one single incidence of damage).
7. Loss or damage due to cracking, scratching, breakage of or damage to china, glass (other than
glass in watch faces, cameras, binoculars or telescopes), porcelain or other brittle or fragile
articles unless caused by fire, theft, or accident to the aircraft, sea vessel, train or vehicle in
which they are being carried.
8. Loss or damage due to breakage of sports equipment or damage to sports clothing whilst in use.
9. Loss, theft of or damage to business goods, samples, tools of trade, motor accessories and
other items used in connection with your business, trade, profession or occupation.
10. Loss or damage caused by wear and tear, depreciation, deterioration, atmospheric or climatic
conditions, moth, vermin, any process of cleaning repairing or restoring, mechanical or electrical
breakdown.
11. Claims arising from damage caused by leakage of powder or liquid carried within personal effects
or baggage.
12. Claims arising for personal money.
13. Claims arising from loss or theft from your accommodation unless there is evidence of forced
entry which is confirmed by a police report.
14. Anything mentioned in ‘What is not’ on page 14 covered applicable to all sections of the policy.
41
Claims evidence
We will require (at your own expense) the following evidence where relevant:
•
•
•
•
•
•
A police report from the local Police in the country where the incident occurred for all loss,
theft or attempted theft.
A Property Irregularity Report from the airline or a letter from the carrier where loss, theft
or damage occurred in their custody.
All travel tickets and tags for submission.
An original receipt, proof of ownership or valuations for items lost, stolen or damaged.
Repair report where applicable.
Any other relevant information relating to your claim under this section that we may ask
you for.
To make a claim under this section please call 01702 427172
Sections S1, S2, S3, S4 and S5 – CruisePlus extension
(only operative if indicated in the Certificate of Insurance)
Cover for sections S1, S2, S3, S4 and S5 only operates:1. Under single and annual multi trip policies - if the appropriate CruisePlus extension section is
shown as operative in the Certificate of Insurance and the appropriate additional premium has
been paid.
Section S1 – Missed port departure
(only operative if indicated in the Certificate of Insurance)
What is covered
We will pay you up to the amount shown in the Schedule of benefits for necessary additional
accommodation (room only) and travel expenses incurred in joining your cruise ship journey at
the next docking port if you fail to arrive at the international departure point in time to board the
ship on which you are booked to travel on the initial international journey of your trip as a result
of:
1. The failure of scheduled public transport;
2. An accident to or breakdown of the vehicle in which you are travelling;
3. An accident or breakdown occurring ahead of you on a motorway or dual carriageway which
causes an unexpected delay to the vehicle in which you are travelling; or
4. Strike, industrial action or adverse weather conditions.
Special conditions relating to claims
1. In the event of a claim arising from any delay arising from traffic congestion you must obtain
written confirmation from the Police or emergency breakdown services of the location, reason
for and duration of the delay.
2. You must allow sufficient time for the scheduled public transport or other transport to arrive on
schedule and to deliver You to the departure point.
What is not covered
1. The Excess shown in the Schedule of benefits.
2. Claims arising directly or indirectly from:
a) Strike or industrial action or air traffic control delay existing or publicly announced by the
date you purchased this insurance or at the time of booking any trip.
b) An accident to or breakdown of the vehicle in which you are travelling for which a
professional repairers report is not provided;
c) Breakdown of any vehicle in which you are travelling if the vehicle is owned by you and has
not been serviced properly and maintained in accordance with manufacturer’s instructions;
or
d) Withdrawal from service (temporary or otherwise) of an aircraft or sea vessel on the
recommendation of the Civil Aviation Authority or a Port Authority or any such regulatory
body in a country to/from which you are travelling.
3. Additional expenses where the scheduled public transport operator has offered reasonable
alternative travel arrangements.
42
4. Additional expenses where your planned arrival time at the port is less than 3 hours in advance
of the sail departure time if you are travelling independently and not part of an integrated cruise
package.
5. Anything mentioned in “What is not covered” on page 14 applicable to all sections of the policy.
To make a claim under this section please call 01702 427172
Section S2 – Cabin confinement
(only operative if indicated in the Certificate of Insurance)
What is covered
We will pay up to the amount shown in the Schedule of benefits for each 24 hour period that you
are confined by the ship’s medical officer to your cabin for medical reasons during the period of
the trip.
What is not covered
1. Any confinement to your cabin which has not been confirmed in writing by the ship’s medical
officer.
2. Anything mentioned in “What is not covered” on page 14 applicable to all sections of the policy.
To make a claim under this section please call 01702 427172
Section S3 – Itinerary change
(only operative if indicated in the Certificate of Insurance)
What is covered
We will pay you up to the amount shown in the Schedule of benefits for each missed port in the event
of cancellation of a scheduled port visit due to adverse weather or timetable restrictions. This must
be confirmed by the cruise operator in writing confirming the reason for the missed port.
What is not covered
1. Claims arising from a missed port caused by strike or industrial action if the strike or industrial
action was existing or publicly announced by the date you purchased this insurance or at the time
of booking any trip.
2. Your failure to attend the excursion as per your itinerary.
3. Claims arising from when your ship cannot put people ashore due to a scheduled tender
operation failure.
4. Anything mentioned in “What is not covered” on page 14 applicable to all sections of the policy.
To make a claim under this section please call 01702 427172
Section S4 – Unused excursions
(only operative if indicated in the Certificate of Insurance)
What is covered
We will pay you up to the amount shown in the Schedule of benefits for the cost of pre-booked
excursions, which you were unable to use as a direct result of being confined to your own cabin due
to an accident or illness which is covered under section B – Emergency medical and other expenses.
What is not covered
1. The Excess shown in the Schedule of benefits.
2. Anything mentioned in “What is not covered” on page 14 applicable to all sections of the policy.
To make a claim under this section please call 01702 427172
43
Section S5 – Cruise interruption
(only operative if indicated in the Certificate of Insurance)
What is covered
We will pay you up to the amount shown in the Schedule of benefits on additional travel expenses
incurred to reach the next port in order to re-join the cruise, following your temporary illness requiring
hospital treatment on dry land.
Special conditions relating to claims
1. Prior to arranging any additional travel, you must contact the emergency assistance service so
that we can approve and assist with any travel arrangements. You must also obtain a medical
certificate from the medical practitioner in attendance to confirm the details of your unforeseen
illness or injury.
2. If, at the time of requesting our assistance in the event of an interruption claim, satisfactory
medical evidence is not supplied in order to substantiate that the claim is due to your unforeseen
illness or injury, we will make all necessary arrangements at your cost and arrange appropriate
reimbursement as soon as the claim has been validated.
What is not covered
1. The Excess shown in the Schedule of benefits.
2.
Claims where less than 25% of the trip duration remains.
3. Any claim arising directly or indirectly from a known pre-existing medical condition affecting
you unless you have declared all pre-existing medical conditions to us and we have written to
you accepting them for insurance.
4. Anything mentioned in “What is not covered” on page 14 applicable to all sections of the policy.
To make a claim under this section please call 01702 427172
44
Making a complaint
Solid Forsakringsaktiebolag aims to provide the highest standard of service to every customer.
If our service does not meet your expectations, we want to hear about it so we can try to put
things right.
All complaints we receive are taken seriously. The following will help us understand your
concerns and give you a fair response.
Making your complaint
If your complaint relates to a claim on your policy, please contact Claims Settlement Agencies by
telephone, mail or email at:
Claims Settlement Agencies
308-314 London Road
Hadleigh
Benfleet
Essex SS7 2DD
Telephone 01702 427172 or by email to [email protected]
If your complaint relates to your policy, please contact Explorer Travel Insurance by telephone,
mail or email at:
The Managing Director
Explorer Travel Insurance
Suite 9, Chalkwell Lawns
648-656 London Road
Westcliff on Sea SS0 9HR
Telephone 0800 043 4003 or by email to [email protected]
When you make contact please provide the following information:
• Your name, address and postcode, telephone number and e-mail address (if you have one)
• Your policy and/or claim number, and the type of policy you hold
• The reason for your complaint
Any written correspondence should be headed ‘COMPLAINT’ and you may include copies of
supporting material.
Financial Ombudsman Service
Should you remain dissatisfied following our written response, you may be eligible to refer your case
to the Financial Ombudsman Service (FOS).
The FOS is an independent body that arbitrates on complaints about general insurance products.
You have six months from the date of our final response to refer your complaint to the FOS. This does
not affect your right to take legal action.
If we cannot resolve your complaint you may refer it to the Financial Ombudsman Service at the
address given below:
The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London E14 9SR
Tel: 0800 023 4567 - from UK landline
Tel: 0300 123 9123 - from UK mobile
Email: [email protected]
Our promise to you
We will
• Acknowledge all complaints promptly.
• Investigate quickly and thoroughly.
• Keep you informed of progress.
• Do everything possible to resolve your complaint.
• Use the information form complaints to continuously improve our service.
45
Explorer
Travel Insurance
Sales
+44 (0) 800 043 4003
Medical Emergency
+44 (0) 20 8865 0436
See page 16 for full details
Claims
+44 (0) 1702 427172
explorerinsurance.co.uk
Explorer Travel Insurance is a trading style of Explorer Insurance Services Limited.
Reg in England and Wales No: 7496730. Reg Office: Millhouse, 32-38 East Street, Rochford, SS4 1DB.
Explorer Insurance Services Limited is authorised and regulated by the Financial Conduct Authority.
FCA Firm Reference Number 583108.
SOLID P2